Manager, Advanced Services Engineering- Patient Accounting

Oracle • Cleveland, OH

24d • $102,300 - $209,500 • Onsite

About The Position

This role involves coordinating technical training to equip team members to provide guidance to customers. The manager will engage with Sales during the pre-sales phase, ensuring the team advises on architecture and business strategy. Responsibilities include coordinating the design and implementation of solutions, emphasizing best practices for technology deployment and ongoing performance. The role supervises technical issue resolutions, delivery of complex software updates, and coaches junior team members. It also involves reviewing root cause investigations for new and moderately complex issues, leading the team in educating customers on product features, and reinforcing the adoption of best practices. The manager guides the creation of and ensures consistency across templates/materials for customer deliverables, acts as a point of contact for customer meetings, and supports team technical knowledge development to influence customer direction. The role reinforces best practices and ensures alignment of technical designs with technical and business requirements, leading collaboration with internal stakeholders, designated customer contacts, and the team to ensure solution alignment with project objectives and stakeholder expectations. Finally, it supports team members as they deliver and engage in client consultations on solutions.

Requirements

• Technical Leadership
• Service Delivery
• Global Customer Engagement & Education
• Technical Design & Documentation
• Influence & Collaboration
• Innovation & Business Development
• Collaboration & Partnership
• Continuous Improvement
• Planning & Execution
• Problem Solving
• Continuous Learning
• Performance and Development

Responsibilities

• Coordinates technical training or resources to equip team members to provide guidance to customers.
• Coordinates trainings (e.g. brown bags) in areas of technical expertise across Oracle and non-Oracle technologies, products, services, and best practices, providing updates on industry trends and advancements within subject matter areas.
• Engages with Sales during pre-sales phase of opportunity and ensures team is equipped to advise on architecture and business strategy and appropriately skilled team members are engaged.
• Coordinates resources to enable efficiency efforts (e.g., automation, streamlined processes, elimination of redundant effort) into solutions and technical delivery.
• Coordinates design and implementation of solutions across team and ensures adoption of best practices for technology deployment and workloads, and their stability, maintainability, upgradeability, and performance.
• Oversees resolution of technical issues requiring remote or onsite assistance by managing a team to deliver a specific work function or service. Acts as a coordination point for technical issues across assigned LOBs.
• Supervises delivery of complex software updates, upgrades, configuration, and remediation for customers within and outside the region, while coaching junior team members.
• Reviews root cause investigations performed by the team for new and moderately complex issues.
• Collects and consolidates themes from lessons learned and suggests process improvements to support ongoing implementation quality.
• Manages team's involvement in escalated customer challenges to address business needs and drive long-term business transformation.
• Leads the team to support others in educating customers and partners on product features, upgrades, and patches, while reinforcing best practices on technology deployment and workloads, and their stability, maintainability, upgradeability, and performance.
• Acts as a point of contact for customer meetings where architectural or technical input is needed.
• Supports team in developing technical knowledge to influence customer direction.
• Guides the creation of and ensures consistency across templates/materials used to create customer deliverables, SOPs, and documentation to help customers implement solutions.
• Reviews and provides feedback on deliverables, sharing insights to enhance the deliverable quality.
• Offers guidance on problem analysis and investigation, oversees the creation of technical solutions ready for customers to implement, test, and maintain.
• Coordinates solution design reviews, during pre-sales.
• Reinforcing best practices and supports employees in problem-solving.
• Ensures technical designs align with defined technical and business requirements across team.
• Provides team with tools to support and recommend improvements to solution quality and maintain relevance.
• Leads collaboration with internal stakeholders and designated customer contacts with team to ensure technical solutions are aligned with defined project objectives and stakeholder expectations.
• Maintains relationships with key contacts across the team and facilitates introductions to create networking opportunities for team members.
• Provides coordination across related workstreams and ensures consistent delivery to support the customer's technology roadmap.
• Coordinates local product and delivery leads to ensure alignment with the technical ecosystem when evolving services and engagement methods.
• Leverages customer insights to inform enhancements to existing service offerings and engagement methods in alignment with Oracle strategies across product areas.
• Coaches others to advise on service feasibility, ensuring alignment between customer needs and Oracle offerings.
• Supports team members as they deliver and engage in client consultations on solutions.
• Oversees use of technical expertise to present the value proposition and reinforce customer confidence.
• Strengthens collaborative partnerships across functions to align on expectations and shared objectives for the team. Guides team members to build relationships with business leaders, stakeholders, and/or customers to ensure effective collaboration. Practices active listening and asks insightful questions to promote an inclusive culture.
• Encourages team to identify and recommend ideas to increase the efficiency and effectiveness of processes, protocols, and workflows. Reviews and provides feedback on team member's ideas and seeks input from others on alternative approaches and methods for improving work.
• Manages the team's work and multiple projects, monitoring timelines and budgets to ensure projects are completed on time and in adherence with requirements. Delegates work across the team and helps them prioritizes their work. Acquires resources and adapts plans based on changing priorities and business needs.
• Leads team to identify and address moderately complex issues in accordance with standard practices, providing guidance as appropriate. Directs team to analyze data and information from multiple sources to troubleshoot moderately complex errors.
• Actively seeks learning opportunities for self and team to enhance knowledge and skills in key areas and remain current with industry advancements. Uses feedback and training to elevate personal and team skills, modeling a commitment to learning. Supports team members in learning opportunities by providing resources and fostering a supportive environment.
• Coaches and provides direction to team members in alignment with performance management processes, guidelines, and expectations. Identifies development opportunities to help team member's improve performance.

Benefits

• Medical, dental, and vision insurance, including expert medical opinion
• Short term disability and long term disability
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
• 11 paid holidays
• Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal
• Voluntary benefits including auto, homeowner and pet insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed