Implementation Support Manager

The Fusion Enterprise Resource Planning (ERP) Cloud Support Team is expanding to support our rapidly increasing customer base. Our team focuses on the implementation successes and stabilization of our new and existing customers and partners with various parts of the organization. This is a unique opportunity to be part of the customer journey to work closely with our customers, partners, employees, and the organization overall. If you are excited by the notion of being able to use your communication, implementation, technical knowledge and project management skills to leverage experts on your team to collaborate and partner with internal and external stakeholders, then this is a team you want to be part of.We are looking for a strong professional presence, exceptional writing, critical thinking, knowledge of business flows, and project management skills with experience in Oracle Fusion ERP Cloud Implementation is required.**POSITION OVERVIEW**Are you interested in leading a dynamic and fast paced technical support team, working with Oracle’s Fusion ERP Cloud Applications & customers? We are expanding and growing to support our rapidly increasing worldwide customer base and this is a unique opportunity to be part of Oracle’s Fusion ERP Cloud Service Support Management team.**Responsibilities**:**EDUCATION, EXPERIENCE & SKILLS**- B.S (Finance, Accounting, Computer Science, Mechanical, or Industrial Engineering) or equivalent preferred. Other qualifications with adequate experience may be considered- Previous (direct) people management experience supporting SaaS ERP implementations, including the design and implementation of project plans, run books, and testing plans- Past experience in functional Fusion ERP Cloud Applications, middleware and/or cloud support services required- Functional skills in any of the Oracle Fusion ERP Cloud product areas (General Ledger, Payables, Receivables, Asset Management, Projects, etc.) are required- Technical skills in areas such as: Middleware, web servers, ADF, IDE, Java, XML, SQL preferred- Excellent communication skills, to be able to discuss technical & functional issues/solutions, in highly escalated situations, with executives, support & customer personnel; Ability to communicate and collaborate across all levels of an organization, both verbal and written- Well-developed listening skills, with ability to discern core issues in an environment where it may be difficult to determine the symptoms and cause- Exceptional management & team building skills, capable of managing several high-level priorities simultaneously without reducing quality- Self driven, motivated, Pro-active, well organized and a thorough planner- Highly skilled at problem-solving & highly developed analytical skillsProven situation-management, Escalation management, customer management skills & project management skillsThis Support Manager Position will be based in Guadalajara, Mexico Support Center, and will be directly responsible to recruit, train, coach, appraise, manage performance, and retain, best and the brightest software support professionals within Oracle Fusion ERP Cloud Service Support team.You will be responsible for one or more functional areas within Oracle Fusion ERP Cloud & work closely with other Fusion Cloud Service Support managers in the US, India, and Romania, to manage a flawless service delivery, to our global clientele.You will be responsible to manage team members working in North America and will also work directly with our customers, partners, customer success managers, technical account managers, and other key stakeholders across the globe, and help manage service delivery on escalated issues and track progress of customer implementations.