Service Delivery Manager | Energy & Water

Drive maximum adoption of Oracle solution and drive product expansion opportunities via high value relationship with the client.

As part of the Energy and Water SaaS team, a Service Delivery Manager forges a ‘trusted advisor’ relationship with assigned accounts to cultivate customer success. This role is committed to ensuring that customers move positively through the customer lifecycle and that they receive the support they need to achieve their business & operational objectives. This is a key, customer-facing role within the Energy and Water SaaS team and requires a dedicated professional with an exceptional ability to lead customer relationships.  The Job duties are varied and complex applying independent judgment.

The portfolio of products we support for this role will be Cloud Customer Relationship (Service, Sales), Meter Data Management, and Billing solutions as a few examples

What you'll do 

• Develop a long-term relationship with our clients to advise them effectively along their Oracle SaaS journey
• Maintain a high level of client satisfaction through listening, observing, and forecasting customer opportunities, needs or problems
• Drive adoption of Oracle Energy & Water SaaS solutions, helping them be successful by realizing the full value of their investment with new features, new technology, new innovations
• Support customers through successful implementations and post release SaaS upgrades
• Identify and promote expansion opportunities via your knowledge & relationship with the client
• Act as the liaison between our clients and various collaborators, demonstrating capabilities of other teams to the benefit of the customer
• Ensure client continues their contractual relationship with Oracle, and renews/expands their services
• Communicate effectively at executive levels with customers, partners, and internally
• Balance & organize effectively in supporting multiple customers
• Advance issues effectively and with a calm sense of urgency
• Contribute to assigned side projects designed to move the organization forward.
• Support development of content, tools, processes and activities performed by the SDM organization

As the SaaS customer’s central point of contact, the Service Delivery Manager orchestrates services across commercial management, adoption and transformation to ensure that the customer is set up for success.

You thrive on working in a fast-paced, exciting environment.  Ensuring that our customers realize their objectives and business transformation goals is your key motivation. With strong problem-solving skills and organizational awareness, you can intervene where needed to ensure that any roadblocks to customer success are removed as efficiently as possible.

• Onboarding customers and establishing customer relationships
• Communicating the Oracle vision and high level product roadmap
• Guiding customer success via a thorough understanding of your customers’ business priorities, KPI’s/metrics, and desired outcomes
• Supporting account planning processes and internal account reviews
• Reporting on Availability and other key metrics
• Effective responsiveness as the primary issue point for the customer
• Contract administration and compliance
• Coordinate application and infrastructure SaaS outage/release management with customers
• Reporting to the Customer root cause analysis of outages
• Support expansion opportunities
• Co-ordinating core product demos and best practice guidance
• Collaborating with Sales to produce renewal plans and assisting in the renewal process
• Advocating for product enhancements on behalf of customers 

What you will bring 

• At least 7 years of professional experience in enterprise software and account management
• You have experience in direct customer facing or consulting roles at a senior level
• You are an excellent communicator who understands technical concepts
• You can translate complex and technical topics across a wide range of audiences in an engaging and succinct manner
• You have demonstrated success working directly with clients, including building senior level relationships
• Skilled at relationship management
• Excellent speaking and presentation skills
• Strong time management skills and self-motivated
• Strong strategic and analytical thinking skills
• Experience working with cross-functional, enterprise-wide teams and collaborating to find solutions
• Demonstrated resourcefulness, motivation, and initiative
• High energy and stamina to perform consistently in a very demanding environment.
• Experience working with utilities (gas, water or electric) custome