Oracle Implementation Success Specialist in Bengaluru, India
Implementation Success Specialist
Oracle Cloud Implementation Success Specialist (ISS)
(ISM Digital HUB)
The ISS role is a post-sale, customer care position part of customer success organisation. ISSs are KM champions who collaborate with multiple Oracle teams within Sales, Support, Operations, Development, Customer Success, and Consulting, as well as Oracle Cloud implementation partners in building the digital platform to drive customer adoption of the Oracle cloud subscriptions they have purchased to. Success is determined by the customer’s ability to go live according to plan, and the customer’s production stability once live on Oracle Cloud. A successful ISS sets the stage for transition of a stable live customer to a Customer Success Manager (CSM) to focus on references and willingness to renew and expand covering the HCM, ERP, EPM, and CX SaaS pillars in the Oracle Public Cloud.
The target candidate’s profile is one who can blend technical skills, implementation experience, knowledge Management, analytical problem-solving skills and strong focus on implementation success. The successful ISS candidate will need to clearly demonstrate his/her ability to work constructively with customers and implementation partners, apply experience and best practice guidance and meet the following criteria:
As ISS you will:
Drive high customer satisfaction by ensuring smooth transition to the Oracle Cloud through stable implementation and go live.
Develop good customer and partner relationships to identify and drive product implementation best practices
Work closely with key Oracle groups: Application Sales Managers, Application Solution Architects, Customer Success Managers, Development, Cloud Operations, Support and Consulting to maximize customer satisfaction.
Understand all supporting processes and tools required to perform the job.
Lead transition processes post go live to orient Customer Success Managers.
Augment Field ISMs in activities which can be delivered remotely
As KM Champion you will:
Design, Develop, maintain digital platform and share product knowledge and understand customer use cases for Oracle’s cloud offerings in their assigned pillar.
Design and implement effective learning activities – in collaboration with other Implementation Success Managers (ISMs) to scope and implement appropriate and effective knowledge capture and sharing activities
Identify and curate knowledge content – in collaboration with ISMs and Functional /technical experts, research, design, and implement content strategies to ensure that the right knowledge is getting to the right people at the right time (and in the right way)
Work collaboratively with peers – work within the Knowledge Management team and closely with other ISMs including communications, web development, training, and assessing and learning to ensure alignment and cohesion
SaaS ISSs also are focused on:
User-adoption, best practice sharing and knowledge transfer.
Critical issue escalation and customer advocacy during implementation.
Keeping customers current on implementation best practices, and upcoming releases and functionality made available during the implementation cycle.
Think outside the box – identify and share more creative, efficient and effective ways to engage stakeholders and facilitate sharing and collaboration
Coordinating health checks and recurring milestone reviews during implementation, until successful post go-live stabilization and transition to Customer Success Manager.
5-7 years prior experience in Implementation Success or Knowledge Management area or equivalent history of guiding successful cloud applications implementations.
Strong technical knowledge to apply how Oracle’s HCM, ERP, EPM, or CX solutions map to customer business requirements.
Impeccable written and verbal communication skills.
Detail oriented and analytical.
Strong team player but still a self-starter.
Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
Always keeps one eye on the future to monitor how services are evolving
Detailed Description and Job Requirements
Intermediate consulting position operating independently with some assistance and guidance to provide quality work products to a project team or customer that comply with Oracle methodologies and practices. Performs standard duties and tasks with some variation to implement Oracle products and technology to meet customer specifications.
Standard assignments are accomplished without assistance by exercising independent judgment, within defined policies and processes, to deliver functional and technical solutions on moderately complex customer engagements.
2-5 years of overall experience in relevant functional or technical roles. Undergraduate degree or equivalent experience. Product or technical expertise relevant to practice focus. Ability to communicate effectively and build rapport with team members and clients. Ability to travel as needed.
Job Type: Regular Employee Hire