Oracle Advanced Customer Services – Services Solutions Architect at Oracle

Background:

• Advanced Customer Support (ACS) is a business unit within Oracle that establishes long-term enhanced support and managed service relationships with many of Oracle's largest customers. 
• ACS Service Solution Architects (SSAs) are enhanced support and managed services presales subject matter experts.  ACS SSAs work closely with the ACS sales teams during sales opportunities, interacting at senior levels within existing and new Oracle customers, using their deep experience of IT support and managed services to capture customer requirements, fully explore all potential options and build compelling service propositions.  The SSAs are focused on service solutions for Oracle cloud, on-premises and hybrid engagements, including leading edge and complex custom requirements.
• ACS SSAs typically have a proven track record in successful delivery of IT services for mission critical environments and are experienced in services presales scenarios.  They possess broad-based expertise in the area of mission critical production operations, support and managed services, along with sound industry experience in areas such as IT infrastructure, database, applications and cloud technologies.  ACS SSAs has experience in standard service management (ITIL, DevOps etc) and project management best practices. 
• In addition to broad-based experience of IT services and technologies, each individual SSA typically has a deep expertise in specific services or technology area, and acts as the subject-matter lead in those areas within the team.
• The ACS SSAs should have experience of service commercial propositions with regard to pricing, approvals, legal and contracting.
• All ACS SSAs have extremely strong customer facing presentation and interaction skills, are capable of engaging at senior management and C-level and articulating service and technology solutions in terms of business value and risk.

SCOPE:

• Location: Nairobi, Kenya
• Geographic area of responsibility: Kenya, Ethiopia, Nigeria and Ghana expanding to Middle East and Africa.
• Languages:  Fluent spoken and written English language capability required
• Customer facing
• Has no direct reports, but often leads and/or guides the activities of virtual teams to build service solution propositions for customers
• Works with multiple customers across all sectors/countries in the ACS MEA region, in collaboration with Oracle ACS and Oracle cross-line-of-business (xLoB) teams
• Works on services related opportunities across the entire lifecycle of all Oracle cloud and on-premises products.  ACS opportunities typically involve extensive Oracle xLoB collaboration, and require the ACS Service Solution Architect to work within xLoB teams, covering enhanced support, operations and managed services requirements
• Works with the local ACS Sales and xLoB teams to:
• Identify, build and win leading edge/new logo services opportunities across existing and new Oracle ACS customers
• Use their IT services expertise to work with customers to identify a complete picture of services requirements, and use their IT services experience to validate that all appropriate options have been considered
• Build and articulate compelling ACS service solutions for each opportunity, addressing identified customer business needs
• Work with our service delivery teams and SMEs to ensure the service requirements, risks and costs associated with each ACS service proposition are fully understood and addressed
• Provide services subject matter expert input into contract and commercial documentation and negotiation
• Assist ACS to continue to achieve its growth targets and strategic initiatives
• Work with appropriate Oracle Partners, i.e. resellers, SIs, partners, and alliances

RESPONSBILITIES:

• To identify, foster and define Oracle ACS services solutions for specific customer opportunities and assist in the sale alongside the ACS sales representative
• Work with the customer, ACS management and the xLoB account teams to:
• Understand the customer’s business and IT strategic requirements and identify large scale ACS opportunities to assist the customer achieve its strategic goals
• Gather and assess customer needs, both business and technical and translates these into ACS service solutions
• Build and lead virtual teams associated with these large scale opportunities
• Effectively communicate with customers to be able to articulate both the high level principles and detail of all service components in a proposed customer solution
• Build customer loyalty through achieving a trusted advisor relationship
• Work proactively to build and leverage an effective and extensive network across Oracle xLoBs – be seen, respected and in demand across Oracle as a high value asset and an SME in service solutions
• Collaborate effectively internally and externally to ensure effective service solution design and development
• Drive compelling proposals, presentations, and other customer and internal communications and discussions during opportunities
• Drive service solution costing & pricing associated with specific opportunities and ensure that service solutions proposed are appropriately shaped to meet the commercial and contracting requirement of Oracle
• Demonstrate a strong understanding of the IT services competitive marketplace
• Work with disparate groups including, but not limited to, sales, delivery, customers, risk management, business development, contracts, commercial, product management
• Work with ACS delivery throughout the sales cycle to ensure a smooth transition from sales to delivery
• Navigate Oracle internal tools and processes to effectively participate and enable ACS sales
• Transfers knowledge to other participant roles on the deal, account teams, delivery and across the ACS Service Solution Architect community

Detailed Description and Job Requirements

• Provides direction and specialist knowledge in applying the technology/application to client business. Facilitation of customer product/application understanding through presentations demonstrations and benchmarks; provision of support throughout the sell.
• As a Principal Sales Consultant you will be responsible as the expert for formulating and leading presales technical / functional support activity to prospective clients and customers while ensuring customer satisfaction. Acts as a technical resource and mentor for less experienced Sales Consultants. Focuses on large or complex sales opportunities that need creative and complex solutions. Develops productivity tools and training for other Sales Consultants. Develops and delivers outstanding Oracle presentations and demonstrations. Leads any and all aspects of the technical sales process. Advises internal and external clients on overall architect solutions.
• Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 3 years vendor (sales and marketing) experience. 7 years business experience with relevant computer applications or database/tools. Ability to implement the most advanced product features. Thorough knowledge of system and application design. In depth knowledge of competitors. Demonstrated project management skills. Demonstrated excellent verbal and written communication skills: needs analysis, positioning, business justification, closing techniques. Ability to persuade others through presentations, demonstrations, and written communication. Ability to travel as needed. A/BS degree or equivalent, advanced degree highly desirable.
• As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).