Project Manager, Engagement Cloud Centre of Excellence

Job description

Work as part of a team that acts as the central resource and driving force for the design, process, manufacturing, test, quality and marketing of product(s) as they move from conception to distribution. Organize interdepartmental activities ensuring completion of the project/product on schedule and within budget.

As a member of the product development division, you will define product specifications and or strategy. Gather and analyze information to define product specifications and review design specifications. Communicate product strategy and functionality. Initiate and foster relationships with other groups. Review product documentation and collateral. Ensure successful product releases based on corporate priorities.

Duties and tasks are varied and complex, needing independent judgment. Fully competent in own area of expertise. May have project lead role and or supervise lower level personnel. BS or MS degree or equivalent experience relevant to functional area. 4 years of software engineering or related experience.

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

Desired profile

Qualifications :

Key to accelerating the success of Oracle Sales and Engagement Cloud is nurturing a broad set of highly referenceable customers. Our customers must achieve their business objectives and drive significant business value into their organizations through broad adoption of our products. Our team is measured on attaining deep, high affinity references as well as developing and deploying highly leveraged, scalable best practices to ensure the success of our customers and their implementers.

As we have grown, the scale, size and relative complexity of implementations have dramatically increased. A Functional Architect within the Engagement Cloud Center of Excellence (CoE) works alongside Development, Support, Field Customer Success Managers, and Systems Integrators to start customers off with a solid solution architecture, design, and implementation plan that aligns the customer's business requirements to an Oracle solution that will exceed their expectations. The successful candidate will have extensive experience in architecting, designing, and planning the implementation of complex sales (Sales Force Automation, Partner Relationship Management, Customer Data Master) and B2B service and service knowledge management applications integrated into enterprise data centers. The candidate will have deep experience in the business environment and process supported by Oracle's sales and B2B service products.

Oracle Product Development Sales and Engagement Cloud CoE team members over time become the Oracle experts assisting a broad field organization of trained, competent implementation delivery consultants from leading Systems Integrators, including Oracle Consulting, working alongside Oracle's Field Customer Success Managers and Oracle Support. Most CoE team members have years of experience in Consulting, Pre-sales, or Product Management on Oracle Sales Cloud, CRM On Demand, Oracle Siebel, Oracle Netsuite, Oracle's E-Business Suite or other enterprise software

Roles and Responsibilities
You will interact regularly, mostly remotely but occasionally on-site, during the lifecycle of a customer adoption journey, with our customers, their chosen implementation partners, Oracle's Cloud Service Delivery Managers and key Oracle executives to ensure that customer implementations of our solutions stay on track, problems are anticipated and avoided, communications between key stakeholders are clear and at the appropriate cadence and level of detail, metrics are tracked and reported, and status is shared with key stakeholders at the appropriate level detail and an appropriate cadence. You will not be the Project Manager for every customer implementation. Rather, you will provide oversight to ensure that the individual Project Managers on each engagement stay on track, get whatever help they need to clear obstacles, and roll up information to you to disseminate to a wide audience of stakeholders to cover all of our Tier 1 accounts.

You will work closely with other members of the CoE team: Strategic Implementation Advisors, Functional Architects, SWAT members, the Lifecycle Management (Provisioning) Team, and regional points of contact. In some cases you will engage with a customer immediately after a sale closes through to their solution “go-live”. In other cases, you may engage later during the implementation and remain engaged with the customer past the go-live and well into their scale-out phase. In all cases, you will track, record, and report out on key adoption metrics such as: users on-boarded, SRs raised and closed, C-SAT scores, references, and other KPIs.

This is a high visibility position and you will occasionally be interacting with C-level executives, both within the customer's IT, sales, marketing and service organizations and within Oracle. Therefore, excellent communication, customer management, and executive level presentation skills are required, as requisite experience.

As part of the metrics gathering and reporting function, you will work closely with the VP of the CoE to prepare and distribute regular status reports and dashboards.

Specific responsibilities include:
·  For select Tier 1 customers where assigned:
·  Creating, maintaining, orchestrating, and communicating top level customer implementation plans including major milestones, critical dependencies, organizational roles and responsibilities (e.g. implementation delivery partner, CSM, ISM, executive sponsors), major risks and issues.
·  Primary team member responsible for ensuring customer requirements are met and customer is satisfied (and referenceable).
·  Producing and communicating aggregated adoption metrics and status across all Tier 1 customers.
·  Providing creative source of ideas/solutions to address problems.
·  Identifying business opportunities and other activities that impact future business during engagements and informing leadership.
·  Providing learnings and best practices to the growing CoE best practice repository.

Experience and Skills
Work is non-routine and very complex, involving the application of advanced technical/business skills in our area of specialization – SaaS delivery of Customer Experience (CX) solutions, chiefly Oracle's Engagement Cloud. This role is a leading contributor individually and as a team member, providing direction and mentoring to others.

·  At least 10 years of experience in enterprise software architecture, planning, and implementation.
·  At least 6 years experience in customer-facing positions in high tech or an IT software consulting services firm.
·  At least 4 years of Project Management experience is required. 2+ years of Program Management experience a big plus.
·  At least 2 years experience managing projects involving deployment of mission critical business applications (e.g. ERP, CRM, HCM).
·  Experience with CRM software and particularly, Oracle Sales Cloud, Siebel, Oracle CRM On Demand, Oracle Netsuite, or SFDC is desirable.
·  Experience in setting IT strategy and leading business organizations through change is desirable.
·  Experience managing SaaS or other Cloud based implementations (IaaS, PaaS, DBaaS, DRaaS, DTaaS) strongly desired.
·  Sufficient knowledge of a broad set of SFA, service and service knowledge management processes so as to understand, direct, and communicate the issues between the relevant parties.
·  Familiarity with the capabilities of modern analytics reporting tools is desirable.
·  Experience with modern services deployment methodologies a real plus, with strong emphasis on installation, configuration, and integration of complex software solutions into IT infrastructure, custom software development, and enterprise software architecture.
·  Experience with operational analysis/process optimization projects related to IT systems management and IT service management (ITSM/ITIL processes).
·  Proven track record of planning and managing large, multi-person implementation programs for external customers.
·  Use of formal project management tools (e.g., MS-Project, Visio, etc.).
·  Strong analytical skills regarding technical and project management issues.
·  Strong organizational skills with an ability to manage competing internal and client demands.
·  Ability to interact and communicate with CxO-level personnel and navigate customer organizations to ensure successful project delivery and referenceability.
·  Excellent communications and interpersonal skills.
·  Demonstrated ability to document methodologies and best practices as guides to others.
·  BS or BA Business Administration, Accounting; MBA is a plus.
·  PMP or PRINCE2 certification highly desired.
·  Ability to travel 20% - 25%, including internationally

You are someone who is:

·  A team player with strong interpersonal skills
·  Has excellent verbal and written communication skills at executive, architect, admin, and end-user levels
·  Has strong organizational and process management skills and attention to detail
·  Has the credibility and experience (and desire) to engage with customer executives
·  Enjoys the challenge of "the unexpected"
·  Can rapidly sort out "fact from fiction" in any situation and motivate forward progress
·  Can work well in a delivery team environment
·  Able to quickly garner respect
·  Demands a lot from yourself and others with whom you work
·  Constantly broadening and deepening your knowledge of the products you work with and your general skills
·  Loves helping customers solve business problems with technology
·  Open to traveling 30% - 40% of the time

As part of the team you will make significant contributions to assist our customers, systems integrators and field service delivery organization through the implementation project while significantly shaping product strategy and growth of our cloud applications.