Customer Success Services (CSS) is a business unit within Oracle whose mission is to ensure that our customers achieve successful outcomes with their use of Oracle’s products and services. 

CSS have a proven track record in successful delivery of IT services for mission critical environments in major organizations. In addition to a specialization in the area of cloud, CSS possesses extensive, broad-based expertise in the area of mission critical production operations, support and managed services.

This role will encompass aspects of both the CSS JAPAC Proactive Technical Care team within ASEAN and a CSS Service Solution Architect functions across JAPAC.

The Service Solution Architect is responsible for formulating and leading presales technical / functional support activity to prospective clients and customers while ensuring customer satisfaction.  Focuses on large or complex sales opportunities that need creative and complex solutions. 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 CSS architected solutions.

All CSS Service Solution Architects have extremely strong customer facing presentation and interaction skills, are capable of engaging at senior management and C-level, articulating service and technology solutions in terms of business value and risk.

The JAPAC Proactive Technical Care team advocates to ensure nominated customers are provided with a higher level of service related to Oracle Cloud product support thus minimizing reactive responses to customers.

Overall responsible for driving a proactive approach to Oracle Cloud technical care for assigned customers, with the goal of reducing customer requests for support and increasing customer satisfaction with Oracle Technology Cloud products and services.

Ensure virtual teams work together to drive customer business outcome with sustainable usage/growth while ensuring customer’s adoption health and driving value realization along the engagement lifecycle.

Career Level - IC3