Support Account Manager (Renewals) – Government, Defense, and US Intelligence Community

Oracle is leading the digital revolution. We are empowering nearly half a million businesses worldwide to achieve more faster and with fewer resources. You will be essential to Oracle's momentum—you will help future customers reimagine what is possible with our state-of-the-art on-prem and cloud technologies.

Are you ready to significantly impact the United States' national security and intelligence? Join GDI as a Sr. Support Account Manager, where you will play a crucial role in supporting the missions of the Department of Defense and the US Intelligence Community. In this SAM role, you will have the opportunity to be a trusted advisor and strategic partner, ensuring our customers achieve their mission objectives by leveraging the full potential of Oracle's Support Services.

This is a REMOTE position with the candidate based anywhere in the US

Career Level - IC5

Key Responsibilities:

- Strategic Partnership: Act as a valued partner and trusted advisor to our Department of Defense and US Intelligence Community customers. Ensure they realize the total value of their investment with Oracle, driving maximum adoption of Oracle Cloud, Support, Services, and Products.

- Customer Advocacy: Promote the adoption of customer support tools and best practices, ensuring clients maintain strong business relations and partnerships with Oracle. Identify and drive Cloud expansion opportunities through high-value relationships.

- Client Satisfaction: Actively manage Service Requests (SRs) and escalations, fortifying technical support handling procedures essential for our Defense and Intelligence customers.

- Liaison Role: As a crucial link between our clients' classified environments and Oracle's internal operations, including Product Management, Support, and Engineering organizations for Cloud and On-Prem.

- Upsell Opportunities: Identify and capitalize on upsell opportunities for Cloud and On-prem products and services.

- Strategic Oracle internal partner, driving alignment between Development, Support, Legal, Customer Success, Sales, and Applications management.

- Innovative Projects: Lead projects designed to advance the Sr. Support Account Manager (SAM) organization, addressing unique support challenges within the Department of Defense and the US Intelligence Community.

- Help the Support organization achieve the annual Renewal and Subscription targets.

 

Key Activities:

- Deliver compelling Oracle Support services presentations and demonstrations, as well as training for customers, internal resources, and other SAMs.

- Lead all technical support pursuits, ensuring excellence and customer satisfaction.  

- Pro-active Account Management through regularly updating and monitoring Engagements and associated SRs.  Respond to customer and Oracle internal requests for assistance with customer issues.

- Coordinate resolution of Customer issues with Customer, Development, Support, and onsite Oracle personnel as required. Arrange conference calls on escalated issues, as chats and screen sharing are not always available to GDI customers. Provide internal and external updates as needed.

- Interact with Support personnel and update SRs regarding GDI customer issues and limitations on sharing information/files in addition to customer SRHIs. Assist with uploading customer information on issues/SRs when necessary. This role sometimes requires customer onsite visits.

- Plan and coordinate with Customers for upcoming product releases and patches. Participate in account meetings and presentations, keeping customers up-to-date on products, contract usage, and Support. Also, you will provide regular communications regarding changes in Support or significant product changes/features. Look for ways to upsell Oracle technology and cloud offerings.

- Occasionally work evenings and weekend hours as escalated issues necessitate.

- Periodically generate internal and external reports, including customer contract reporting requirements.

- Maintain strong customer relationships with the technical end users, the Customer Contracts office, Customer User Admins, and Software Asset Managers.  Assist with any SR or administration/renewal issue.  

- Participate in regular internal account team meetings, updating members on critical issues and SRs.  Coordinate with team members on both tactical and strategic initiatives.

 

Qualifications:

- Minimum of 10 years of experience in Customer Support, Sales Consulting, or professional information systems implementation.  Oracle technical support and procedural knowledge are a plus but not required.

- Proven client-facing relationship experience and knowledge.

- Ability to interpret and explain advanced Support services and product features with a