Support Account Manager (Renewals) – Government, Defense, and US Intelligence Community

Oracle is leading the digital revolution. We are empowering nearly half a million businesses worldwide to achieve more faster and with fewer resources. You will be essential to Oracle's momentum—you will help future customers reimagine what is possible with our state-of-the-art on-prem and cloud technologies.

Are you ready to significantly impact the United States' national security and intelligence? Join GDI as a Sr. Support Account Manager, where you will play a crucial role in supporting the missions of the Department of Defense and the US Intelligence Community. In this SAM role, you will have the opportunity to be a trusted advisor and strategic partner, ensuring our customers achieve their mission objectives by leveraging the full potential of Oracle's Support Services.

This is a REMOTE position with the candidate based anywhere in the US

Career Level - IC5

Key Responsibilities:

- Strategic Partnership: Act as a valued partner and trusted advisor to our Department of Defense and US Intelligence Community customers. Ensure they realize the total value of their investment with Oracle, driving maximum adoption of Oracle Cloud, Support, Services, and Products.

- Customer Advocacy: Promote the adoption of customer support tools and best practices, ensuring clients maintain strong business relations and partnerships with Oracle. Identify and drive Cloud expansion opportunities through high-value relationships.

- Client Satisfaction: Actively manage Service Requests (SRs) and escalations, fortifying technical support handling procedures essential for our Defense and Intelligence customers.

- Liaison Role: As a crucial link between our clients' classified environments and Oracle's internal operations, including Product Management, Support, and Engineering organizations for Cloud and On-Prem.

- Upsell Opportunities: Identify and capitalize on upsell opportunities for Cloud and On-prem products and services.

- Strategic Oracle internal partner, driving alignment between Development, Support, Legal, Customer Success, Sales, and Applications management.

- Innovative Projects: Lead projects designed to advance the Sr. Support Account Manager (SAM) organization, addressing unique support challenges within the Department of Defense and the US Intelligence Community.

- Help the Support organization achieve the annual Renewal and Subscription targets.

Key Activities:

- Deliver compelling Oracle Support services presentations and demonstrations, as well as training for customers, internal resources, and other SAMs.

- Lead all technical support pursuits, ensuring excellence and customer satisfaction.  

- Pro-active Account Management through regularly updating and monitoring Engagements and associated SRs. …