Service Delivery Manager

**About the Job**:
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 manage customer relationships. The Job duties are varied and complex utilizing independent judgment.

**Key objectives**:

- 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 go-live SaaS upgrades
- Identify and promote expansion opportunities via your knowledge & relationship with the client.
- Act as the liaison between our clients and various stakeholders, leveraging 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
- Escalate 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

**The primary responsibilities of this role include**:

- 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 escalation point for the customer
- Contract administration and compliance
- 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

**About you**:

- BS or BA degree. MBA, MS or relevant experience preferred.
- At least 3 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.
- Ability to travel for up to 25% of your time