Job Description

As the Support Services Owner, your role within a team setting involves taking custodianship for encouraging and maintaining Oracle Cerner client relationships. In your interactions with Oracle Cerner clients, you will undertake a variety of responsibilities. Your overarching objective is to nurture positive relationships within the team and with clients, striving to deliver valuable outcomes for both Oracle and our clients.

Key responsibilities include:

• Managing intricate external client relationships characterized by a high degree of variability.
• Influencing client support strategy with a focus on achieving value and targeted outcomes
• Developing refined continuous improvement strategies
• Serving as the sole point of contact for support critical issues that cut across different interpersonal units
• Providing expertise in support processes and offering mentorship on expectations for both internal collaborators and external clients
• Collaborating with internal team value and participating in efforts to improve overall performance and efficiency.

Responsibilities

Responsible for ensuring client satisfaction and meeting service level targets. Attain business goals through the development of client relationships, conducting regular reviews of support metrics for client leadership, and proposing effective strategies.

Lead all aspects of critical issues of client service requests and call out as needed. Secure approvals for change requests, prepare documentation, and lead weekly client change control calls. Apply technology applications to monitor and track issues, ensuring resolution and adherence to processes.

Coordinate and facilitate package management, and foster collaboration with internal collaborators to accomplish client objectives.