Acs Mcs Manager for Saas Helpdesk

ACS MCS Manager for SAAS Helpdesk-22000BI9

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

**Preferred Qualifications**

**Who is Advanced Customer Services?**
First of all, the People. Advanced Customer Services has more than 4000 senior technical experts globally, most of them engineers. Each of them comes with a wealth of experience in Oracle technology. Most are in long-term engagements with their customers and thus gain a unique understanding of their platforms, requirements, and business needs. Advanced Customer Services is a global organization, operating in 100+ countries for 20+ years, with a wealth of customers across all industries

Thousands of customers around the globe rely on Advanced Customer Services for high performance and the efficient operation of their most critical business processes on Oracle environments Lifecycle management

Being part of Advanced Customer Services organization, you get an opportunity in the lifecycle management of the solution. As customers’ operations mature, your expertise enables them to enhance product adoption and user experience. Our focus on continual service improvement models is a key differentiator. We leverage your expertise and creativity to innovate business and IT processes, improve product adoption and other aspects of lifecycle management. You may be engaged in assisting customers in their day to day queries, create extensions, enrichments to the implemented product, helping them on their journey to cloud, release management activities for quarterly releases and be a part of the customer business teams to enable them achieve their key business process KPI(s).

**Technology Space the manager needs to be familiar with
**Infinite possibilities for the right talent. Flexibility to work in different tracks as a functional expert or a technical expert. And opportunities to gain expertise across multiple tracks

**Oracle SaaS - Fusion HCM, ERP, SCM Oracle SaaS - CX suite of products Oracle SaaS - EPM Suite of products Oracle Analytics Cloud Services Oracle PaaS for SaaS**

**Apps Unlimited - EBS, PSFT, JDE, Hyperion**

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. The Client Relations Senior Manager is responsible for delivery of departmental results for the U.S. Operation through successful direction of line managers and their staff within the department. You will ensure high levels of customer satisfaction by making certain that quality and productivity guidelines are established and strived for by each team, driving quality/productivity improvement efforts, understanding and conveying strategies of the Oracle Support Services organization, and positioning the organization within support and Oracle.

The Senior Manager will be responsible for all aspects of the respective US Client Relations organization, including the direction of department managers and their staff. A large component of this job is to translate departmental goals into performance objectives for each line manager and measure departmental and individual performance against plan.
To accomplish this goal, you will jointly develop and implement an employee development plan for each line manager and recommend strategies for improvement areas. Your role will also include first line approval for salary and bonus recommendations as well as approving all personnel decisions (including hiring, promotion, transfer, compensation, and disciplinary action).

Manages and controls activities in multi-functional areas of sections. Ensures appropriate operational planning is effectively executed to meet Corporate specifications. Bachelors degree as well as at least 5 years Client Relations experience or appropriate related experience at Oracle. A proven track record of excellent problem solving and research skills, and excellent communication skills, while projecting a positive, professional image. Because of the nature of this position, you should have excellent communication skills, as well as the ability to provide leadership and direction to a professional team. As a Manager, you will demonstrate good judgment in the balancing of customer, employee, and company objectives.

**Detailed Description and Job Requirements**

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. The Client Relations Senior Manager is responsible for delivery of departmental results for the U.S. Operation through successful direction of line managers and their staff within the department. You will ensure high levels of customer satisfaction by making certain that quality and productivity guidelines are established and strived for by each team, driving quality/productivity improvement efforts, understanding and conveying str