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

Job Description 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 Responsibilities 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 broad understanding of systems architecture. • Ability to handle stressful customer situations, especially during escalated or system-down issues. • Demonstrated project management skills and excellent verbal and written communication abilities. • Strong needs analysis, positioning, and business justification skills. • Federal Government-Industry experience is highly desirable. • A current US Intelligence Community clearance with Counterintelligence or Lifestyle polygraphs is desirable but not required. At a minimum, the role will require US citizenship and your willingness to undergo a security clearance background investigation. Why Oracle? Oracle is committed to empowering our employees and creating an environment where you can thrive. You will work on challenging and consequential projects, contribute to national security, and build lasting relationships with key stakeholders in the Defense and Intelligence sectors. Join us and be part of a team that values innovation, excellence, and making a difference. Please apply now to take your career to the next level and become a vital part of our mission to support the Department of Defense and the US Intelligence Community in achieving their goals with Oracle GDI. #LI-PA4 Disclaimer: Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates. Range and benefit information provided in this posting are specific to the stated locations only US: Hiring Range: from $37.88 to $60.63 per hour; from $78,800 to $126,100 per annum. May be eligible for equity. Eligible for commission with an estimated pay mix of 60/40. Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. Oracle US offers a comprehensive benefits package which includes the following: • Medical, dental, and vision insurance, including expert medical opinion • Short term disability and long term disability • Life insurance and AD&D • Supplemental life insurance (Employee/Spouse/Child) • Health care and dependent care Flexible Spending Accounts • Pre-tax commuter and parking benefits • 401(k) Savings and Investment Plan with company match • Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation. • 11 paid holidays • Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours. • Paid parental leave • Adoption assistance • Employee Stock Purchase Plan • Financial planning and group legal • Voluntary benefits including auto, homeowner and pet insurance The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted. About Us As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds. When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity. Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs. We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one. Disclaimer: Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law. • Which includes being a United States Affirmative Action Employer