Bilingual Strategic Client Service Manager

Bilingual Strategic Client Service Manager-22000C50

**Applicants are required to read, write, and speak the following languages***: English, French

**Preferred Qualifications**

This is a leadership role, responsible for providing Oracle’s strategic customers with the guidance and support needed to ensure successful, and effective use of Oracle’s products and services. The Strategic Client Service Director will drive a high degree of satisfaction, referenceability and protect/enhance revenue streams with their assigned customers. He or she will advocate for the customer and become a trusted advisor aligning with customer stakeholders up to and including C-Level. They will coordinate activities with the Strategic Client Director and other Oracle stakeholders to support implementation of Oracle’s account strategy for the customer.

**Responsibilities**
- Build significant long-term relationships with key customer contacts.
- Have a thorough understanding of the customer’s Oracle landscape and work collaboratively with the Strategic Client Director, Sales, Oracle Support, Oracle Development and Cloud Operations to ensure the best solutions and outcomes for the customer.
- Ensure that customer and Oracle are aligned and prepared to manage reactive situations such as incidents and escalated problems.
- Drive Support Services recommendation implementation across the customer’s Oracle landscape by working with customer stakeholders to ensure appropriate level of sponsorship and prioritization.
- Participate in periodic Account Planning and Account Reviews, track and communicate status on complex projects including risk identification and mitigation recommendations.
- Maintain detailed knowledge and demonstrated execution of Oracle support services and cloud operations.

**Skills**
- Understand the customer's industry, as well as its technical and infrastructure environment, and translate it into Oracle solutions
- Subject Matter expertise in industry or key Oracle product(s)
- Excellent communication and presentation skills; able to communicate and present at Exec C-Level
- Strong business acumen - entrepreneurial approach
- Strong networking and relationship building
- Ability to lead & influence a geographically dispersed team without direct reporting lines at times
- Expected travel 25 -50% of time

**Qualifications**
- 10 and higher years of experience in senior positions of professional Enterprise implementation experience, IT Service management, Program management or Account Management experience
- Demonstrated strong competency of interpersonal skills, team leadership, business acumen, relationship building and conflict management
- Demonstrated expertise in large (multi-site or international) transformation projects
- Experience working Globally with delivery and customer teams is preferred

**Education**
- Bachelor’s degree or equivalent required, Master’s degree preferred
- ITIL, PMP, Prince2 or equivalent certification preferred

**Location**:Remote position in Montreal.

**Responsable des services clients stratégiques**

Il s’agit d’un poste de direction. Son titulaire conseille et soutient nos clients stratégiques, de sorte qu’ils utilisent nos produits et services le plus efficacement possible. Le responsable des services clients stratégiques maximise la satisfaction et les possibilités de références des clients, puis préserve et améliore leurs sources de revenus. Il défend les intérêts et est le conseiller de confiance de l’organisation cliente, de concert avec ses représentants (y compris la direction). De concert avec le directeur des services clients stratégiques et d’autres intervenants d’Oracle, le responsable coordonne les activités de stratégie de compte client.

**Responsabilités**
- Établir des relations à long terme significatives avec les personnes-ressources clés de l’organisation cliente.
- Très bien comprendre l’environnement Oracle du client et collaborer avec le directeur des services clients stratégiques ainsi que d’autres collègues Oracle des ventes, du soutien, du développement et des opérations infonuagiques, pour fournir les meilleures solutions et assurer les meilleurs résultats.
- S’assurer que le client et Oracle puissent réagir de manière coordonnée à toute situation critique, notamment en matière d’escalade de problèmes.
- Favoriser la mise en œuvre des recommandations du Soutien Oracle, de concert avec les intervenants-clients, afin d’assurer un niveau approprié de parrainage et d’établissement des priorités.
- Participer à des activités périodiques de planification et d’évaluation de comptes; faire le suivi de projets complexes et en faire connaître l’avancement, y compris en matière de recommandations de repérage et d’atténuation des risques.
- Connaître en détail les services de soutien et les opérations infonuagiques Oracle, notamment en matière d’exécution.
- Accomplir de