Senior Director of Services at Oracle

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Senior Director of Services at Oracle
Location Confidential
Midwest USA
Willing to Relocate
$150,000 to $300,000

Resume Summary
Over fourteen years of experience in account management ensuring successful implementations. Organization includes five Managers and their 41 direct reports covering the Western United States. Recognized as a leader within the organization and an individual capable of driving results.



Senior Director, Services Management, West Region (August 2008  present)

Manage P&L and all aspects of a diverse $40MM annual professional services business covering the Western United States. Resources under management provide services ranging from specific technical expertise in Oracle products to business-oriented services designed to ensure realization of expected business benefits by implementing Oracle solutions, e.g., from providing DBA services to providing guidance and software expertise on Oracle EBS, Siebel, PeopleSoft, and other Oracle application implementations. Staff includes skillsets ranging from highly technical to highly business-oriented. Provide guidance and expertise in the daily delivery of these services and assist with deal construction and sales, working directly with customers and Oracle resources to craft solutions and devise means to maximize value. Lead, advise, and mentor a team of five direct manager reports and their 41 individual contributors.

" North America leader or second out of five regions in revenue for past three years
" North America leader or second in both direct and indirect margin for past three years
" North America leader in resource utilization, a measure of the teams effectiveness both in
sales and delivery, for past three years
" Responsible for services at many of Oracles largest customers, including Directv, HP, Cisco,
Wells Fargo, and Boeing, each with their own unique service needs.
" Provide direct guidance on large, complex deals to both help the customer understand Oracles
services and help the customer ensure their implementation is positioned for success.
" Work extensively with services Product Marketing to refine and create new services
" Recognized leader in managing the financial aspects of the business and provide mentoring to

From July 2010 through July 2011, was responsible for services specific to one of Oracles SaaS products, CRM On Demand. These services provided implementation guidance and expertise both during initial implementation as well as post-production support with an overall goal of ensuring successful implementations and increasing user adoption.

" Designed three different service offerings
" Built team from zero resources in July 2010 to ten on- and off-shore resources by early 2011
" Contributed to the implementation success of customers such as SAIC, Broadcom,
GlaxoSmithKline, and Visa
" Worked directly with Oracle Product Marketing executive management and CRM On Demand
sales leadership.

Director, Technical Account Management, North America (November 2006  July 2008)

Managed P&L and all aspects of a $24MM annual services business covering the
entire United States and Canada. Designed, marketed, and sold service offerings to ensure the successful implementation and upgrades of Oracle products and adherence to industry best practices in governance, strategy, user adoption, and process. Ensured consistent delivery of services which translated into greater customer satisfaction and revenue. Additional responsibilities included selling the services, revenue forecasting, budgeting, planning, monitoring and increasing margin, managing overhead, and maximizing billable utilization. Led strategic initiatives and the development of new deliverables designed to increase revenue and account penetration. Led, advised, and mentored a team of eight direct manager reports and their 77 individual contributors.

" Increased revenue by 11% in first six months of position via additional financial controls and pushing the team towards a growth strategy vs. simple maintenance of existing customers
" Increased overall sales by 24% via additional team mentoring and ensuring consistency and quality of selling messages
" Designed and implemented financial reports to demonstrate profitability of business and growth results
" Developed and maintain VP and higher relationships with key customers, ensuring satisfaction with services and increased revenue
" Assisted with key escalations and issue resolution at a large telecommunications company, working with both Oracle and customer executives towards issue resolution
" Led continuing transition from Siebel to Oracle and worked to ensure employee satisfaction, resulting in low turnover as a result of the acquisition

Regional Manager, Technical Account Management (November 2002  October 2006)

Managed a team of eleven Technical Account Managers responsible for the successful implementation of Siebel products at customer sites and ongoing support of existing customers. Responsible for virtually all aspects of a $2.8MM business, including recruiting, forecasting, ensuring revenue recognition, keeping overhead expenses low, employee evaluations, and employee compensation. Identified new opportunities for services and license sales at all accounts and acted as the primary salesperson for my teams services. Worked directly with large and complex organizations to help ensure expected business benefits were achieved.

" Increased overall penetration into accounts and gross revenue by 20% in a soft marketplace via meeting with customers, understanding their goals, becoming a trusted advisor, and negotiating mutually beneficial outcomes for both the customer and Oracle.
" Directly managed the resolution of issues experienced by a large insurance company and a large automotive company. Marshaled resources within Siebel to first identify the issue and helped define action plan for resolution. Acted as the lead Siebel/Oracle representative to the customer, reported regular status and next steps, and handled customer concerns. In both cases, ensured issues were resolved to the customers satisfaction.
" Mentored my team to where customer satisfaction with our services, measured by Satmetrix (a third party survey firm), was among the best in the world.
" Participated in and led various initiatives within Siebel and Oracle aimed at improving service delivery and developing best practices for marketing Technical Account Management services
" Created and implemented new forecasting process for use by seven other regions.
" Drove unrecognizable revenue for region from 3-5% to 0% of total revenues.

Technical Account Manager (April 1999  October 2002)

Responsible for the successful implementation of Siebel products at various customers. The Technical Account Manager is a post-sales position whose primary goal is customer satisfaction in addition to mitigating risk on projects and acting as the owner of all Siebel-specific issues. Worked with customers and systems integrators on eleven different implementations to proactively provide project-wide guidance and Siebel expertise. Acted as my customers advocate within Siebel and marshaled resources when necessary to resolve issues.

" One of the leading Technical Account Managers nationwide in terms of customer satisfaction with my services, as measured by Satmetrix surveys.
" Advised many customers from start of complex projects through implementation, such as a large wireless company and a high-tech manufacturing company.
" Provided strategic guidance on future of Siebel implementation to medium-sized accounting software company.
" Set up and implemented all facets of Siebel solution for a new telecommunications company, from sales processes to the technology to support them.
" Acted as the Global Technical Account Manager for a large call center outsourcing company and became their main point for contact for all issues and questions.
" Represented customer requirements and desires to persuade Siebel product executives to implement new forecasting functionality for a customer.
" Identified new services and license opportunities at all accounts.

ACCENTURE L.L.C., St. Louis, MO 1992  1999

Manager (September 1997  March 1999)

Project and program manager for PeopleSoft Financials implementations. Developed workplans for efforts, performed budgetary analyses, provided strategic and detailed direction, interfaced with high level client personnel, and managed teams of Accenture and client personnel.

" Acted as program manager for a large scale implementation at a large telecommunications company. Advised and provided direction to teams responsible for multiple phases of the project. Assisted with closing major reporting issues which threatened deployment.
" At a large investment bank, managed gap analysis of PeopleSoft Financials functionality to existing processes. Provided key recommendations to save time and effort in order to make Y2K deadlines.

Sr. Consultant/Consultant (September 1992  August 1997)

" Large Industrial Products Company:
o Planned, managed, and executed an upgrade of PeopleSoft Financials software. o Led system design effort for General Ledger and Reporting.
" Large Aerospace and Defense Company:
o Led implementation of a PeopleSoft General Ledger conference room pilot. o Co-led development of a new chart of accounts.
o Provided support during software selection process


John M. Olin School of Business, Washington University, St. Louis, MO Master of Business Administration, Finance Concentration, May 1992.

Vanderbilt University, Nashville, TN
Bachelor of Science, Engineering Science with a concentration in Management of Technology, May 1990.

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