At a Glance
- Tasks: Lead customer success initiatives and manage data centre operations across EMEA.
- Company: Join Oracle, a global leader in cloud technology and innovation.
- Benefits: Flexible working arrangements, competitive salary, and inclusive workplace culture.
- Other info: Opportunity for career growth in a dynamic, fast-paced environment.
- Why this job: Make a real impact by enhancing customer experiences and driving operational excellence.
- Qualifications: 11 years in tech or customer-facing roles; strong communication and leadership skills.
The predicted salary is between 80000 - 100000 £ per year.
OCI Data Centre Operations have an opportunity for an Operations Manager who will primarily be responsible for a wide variety of deployments supporting our Dedicated Region Cloud at Customer (DRCC), Alloy and Multi-Cloud deployments in EMEA. This is an additional role that has been created due to the growth experienced and expected. You will have the autonomy to be creative and to ensure we continue to deliver high performing services to Oracle’s customers.
If you are ready to consistently drive great customer outcomes and accelerate the growth of our business, come join the Oracle Cloud Infrastructure (OCI) organisation. You need to be highly motivated, self-driven and have a good combination of service management, technical and support skills, whilst being focused on continual improvement within the operation. You like to work in a fast-paced, global team with various seniority levels to support our objective of enhancing the capabilities and effectiveness of our key functions and projects.
Please note that there may be a requirement for the candidate to travel to Data Centre locations, approximately 20% per year.
Ideal Candidate
- Highly service-oriented, customer-facing, reliable, responsible, self-motivated, and enthusiastic.
- Excellent communication skills and ability to interact professionally with a diverse group of customers and staff.
- Able to work productively in cross-functional teams or resourcefully and independently as an individual.
- Demonstrated examples of process improvement execution leading to high customer satisfaction with strong analytical and reporting skills.
- Track record of delivering continual improvement in operations.
- Experienced in overseeing operational Data Centre projects and activities to ensure they are delivered to meet requirements.
- Displays leadership qualities, mentoring skills, and verbal and written communication abilities.
- Ability to use critical thinking when making decisions in day-to-day operations.
- Experience in and ability to communicate at a leadership level.
- Outstanding organizational skills, ability to prioritize effectively, and has experience with technical project management.
- Experienced with Lean Methodologies (Six Sigma for example).
- Multilingual is a plus but not essential.
Qualifications / Experience / Skills
- Strong background with IT Service Management disciplines (Problem Management, Change Management, Incident Management, Knowledge Management).
- Proven experience in Data Centre Operations/Technical Support/Engineering.
- Knowledge of Data Centre Infrastructure (Power, Cooling, Structured Cabling, Connectivity etc).
- Strong knowledge of OCI and Cloud Computing Concepts.
- Experienced in supporting large Enterprise customers in mission critical IT/Data Centre Operations environment (Server, Storage, Network and Applications equating to service uptime).
- Demonstrated examples of a drive to dig into the details of a system or process to solve customer problems.
- Knowledge of compliance standards within country/region.
At Oracle, we believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit, experience, and potential, regardless of race, colour, national origin, sex, marital status, sexual orientation, gender identity, age, religion, disability, or any other characteristic prohibited by local law. At Oracle, we don't just respect differences - we celebrate them! We believe that innovation starts with inclusion and to create the future, we need people with diverse backgrounds, perspectives, and abilities. That's why we're committed to creating a workplace where all kinds of people can do their best work; whether that's through inclusive benefits, equal pay, employee resource groups and more. Oracle is committed to being an inclusive employer. We are happy to consider flexible working arrangements and please talk to us even if you don't tick every box!
For individuals with disabilities who would like to request an accommodation or any other assistance, please let the recruiting team know and they will support you with the necessary actions throughout the interview process.
Responsibilities
- From a Data Centre Site Operations perspective manage a select number of customers spanning across EMEA and Global where additional support is needed.
- Manage and collaborate effectively with Oracle’s Cloud Service Providers which include AWS, Microsoft and Google to address operational issues and support site expansion projects and generally the full Operations life cycle.
- Provision rack capacity for customers and multi-cloud deployments to enable revenue.
- Manage customer expectations and work closely with cross functional teams to ensure data centre related projects are tracked through to execution.
- Highlight areas of concern and able to manage up / escalate effectively.
- Collaborate effectively with cross-functional teams, representing and managing Data Centre Operations to ensure key issues are being addressed through to resolution for a select group of enterprise customers.
- Create/review reporting based on KPI’s and share with leadership on performance for key customers.
- Ensure all compliance reporting requirements are successfully met for DRCC/Alloy customers by working closely with the Data Centre Compliance Team.
- Provide swift responses to operational issues and own resolutions where required, working in a matrixed-style organisation to bring services back online.
- Innovate and implement strategic improvements to drive down costs and reduce risks/downtime for DRCC/Alloy customers.
- Help solve complex issues that arise for the first time in relation to Data Centre Operations and work effectively cross functionally to deliver a successful outcome.
- Provide support and direction for New Region Build and expansion activities (both onsite and remote) and meeting world-class standards.
- Implement/Contribute towards Global efficiency Solutions for DRCC/Alloy Operational run activities.
- Triage operational issues and take appropriate actions to support engineering teams and resolve them effectively.
- Communicate with leadership to advise, influence and determine strategic business needs.
- Ensure best in class Oracle standards are followed by staff, vendors and contractors.
- Engage globally with internal and external groups at all levels to address support issues affecting Data Centre Operations.
- Set expectations and monitor deployments, quality assure process execution and proactively address concerns with remote team leads.
Minimum Job Qualifications
- 11 years of experience in a technology, business, or customer-facing related field OR Bachelor's Degree in Social Sciences, Humanities, Arts, Business, Marketing, Communications, Information Technology, or related field AND 7 years of experience in a technology, business, or customer-facing related field.
Preferred Job Qualifications
- 11 years of experience in a technology, business, or customer-facing related field OR Bachelor's Degree in Social Sciences, Humanities, Arts, Business, Marketing, Communications, Information Technology, or related field AND 7 years of experience in a technology, business, or customer-facing related field.
Additional Experience
- 3 years of experience in account management.
Principal Customer Success Manager employer: Oracle
Oracle is an exceptional employer, offering a dynamic work culture that prioritises innovation and collaboration in the heart of Greater London. Employees benefit from comprehensive professional development opportunities, competitive compensation, and a commitment to operational excellence within cutting-edge data centre environments. Join us to be part of a forward-thinking team that values your expertise and fosters growth in a vibrant city.
StudySmarter Expert Advice🤫
We think this is how you could land Principal Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Oracle. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Oracle before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Principal Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Oracle:Your cover letter is your chance to shine! Tell us why you want to work at Oracle specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Oracle!
How to prepare for a job interview at Oracle
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
