Customer Experience Account Specialist

Job Description

Role Overview

As Customer Experience Account Specialist, you will serve as a senior individual contributor responsible for managing customer experience health, account-level coordination, service visibility, and issue resolution across Oracle Cloud Infrastructure data center customers. This role ensures customers have clear visibility into readiness, delivery progress, operational support, escalations, and ongoing service commitments.

You will partner closely with Customer Experience leadership, Customer Success, Sales, Site Deployment, Data Center Operations, Engineering, Network, Security, Finance, Legal, Procurement, and customer stakeholders. You will maintain account-level operating discipline, coordinate customer-facing updates, identify risks early, and help ensure the customer experience remains consistent, transparent, and trusted across complex data center workflows.

Responsibilities

Key Responsibilities

• Serve as the primary customer experience account owner for assigned customers, accounts, sites, or deployment programs.

• Maintain account-level visibility into customer commitments, service expectations, delivery milestones, readiness risks, open issues, and escalation status.

• Coordinate customer-facing communications, account reviews, readiness updates, service reviews, action registers, and executive summaries.

• Partner with Customer Success, Sales, Site Deployment, Operations, Engineering, Network, Security, and other stakeholders to align customer expectations with delivery and operational realities.

• Track customer requirements related to capacity, deployment timing, access, security, compliance, network readiness, site support, service reporting, and operational handoff.

• Own customer issue logs, escalation trackers, action plans, decision records, and follow-up cadences through closure.

• Identify customer-impacting risks and drive cross-functional alignment on mitigation plans, owners, timelines, and communication strategy.

• Support customer onboarding, move-in readiness, audit coordination, service transition, and steady-state support processes.

• Prepare account-level dashboards, customer health summaries, KPI reporting, milestone updates, and leadership briefings.

• Ensure customer-facing commitments are accurately documented, tracked, escalated, and handed off to the appropriate operational owners.

• Partner with Data Center Operations to ensure customer support aligns with change management, incident response, maintenance windows, access procedures, and service management expectations.

• Capture recurring customer themes, friction points, and account risks to improve playbooks, reporting, governance, and customer experience standards.

• Support executive escalations by providing clear facts, current status, recommended next actions, and accountable owners.

Ideal Candidate Profile

• 8+ years of experience in customer experience, account management, customer success, service delivery, technical program coordination, data center operations, infrastructure delivery, or mission-critical support.

• Experience supporting enterprise, cloud, colocation, telecommunications, or mission-critical infrastructure customers.

• Strong understanding of customer lifecycle management across onboarding, readiness, deployment, service transition, operational support, and escalation management.

• Demonstrated ability to coordinate across Customer Success, Sales, Operations, Engineering, Deployment, Network, Security, Legal, Finance, and Procurement.

• Experience managing customer health reporting, action registers, escalation trackers, issue logs, account reviews, and executive updates.

• Strong written communication skills with the ability to create clear, accurate, customer-ready summaries.

• Bachelor's degree in business, information systems, operations, engineering, communications, or equivalent practical experience.

Skills and Competencies

• Customer-first mindset with strong judgment, ownership, and follow-through.

• Strong account coordination skills, including tracking commitments, risks, issues, decisions, and stakeholder actions.

• Clear written and verbal communication with executive presence and strong attention to detail.

• Ability to translate technical, operational, and delivery issues into customer-ready language.

• Strong cross-functional coordination and influence across matrixed teams.

• High comfort managing ambiguity, shifting priorities, and sensitive customer escalations.

• Strong process discipline with a bias toward clean records, accurate reporting, and repeatable operating standards.

Preferred Skills / Certifications

• Experience with data center customer support, customer move-in, deployment readiness, audit support, or colocation account operations.

• Familiarity with ITIL, service management, incident/change management, SLA/KPI reporting, customer health reporting, or executive business reviews.

• Experience with Salesforce, ServiceNow, Smartsheet, Jira, Oracle systems, Tableau/Power BI, or similar CRM, workflow, and reporting tools.

• Customer success, ITIL, PMP, Six Sigma, or service management certification.

• Working knowledge of data center infrastructure, including power, cooling, network, physical security, access control, CMMS, BMS/EPMS, and operational procedures.

Physical Demands / Work Environment

This role operates in office, remote collaboration, customer-facing, and active data center environments. The position may require periodic travel to data center sites, customer meetings, deployment reviews, and operational readiness sessions. Site visits may involve walking large facilities, standing for extended periods, using stairs, and following all safety, security, and access-control requirements.

Why Oracle Cloud Infrastructure?

• Global impact at cloud scale supporting some of the world's most demanding infrastructure customers.

• Customer-facing role where clarity, accountability, and operational trust matter every day.

• Culture built on ownership, execution discipline, continuous improvement, and cross-functional partnership.

• Long-term career development across customer experience, service delivery, data center operations, and cloud infrastructure leadership.

Disclaimer:

Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from: $114,600 to $234,600 per annum. May be eligible for bonus, equity, and compensation deferral.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. 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.

9. 11 paid holidays

10. 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.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - IC5

About Us

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute. That's why we're committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

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Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.