This role involves managing key customer accounts, providing expert advice on Oracle's EPM Cloud products, and ensuring customer satisfaction. It suits a proactive individual with a strong background in finance, EPM cloud product expertise, and extensive experience in technical delivery management and issue resolution.
Responsibilities
Serve as the main point of contact for individual-level contracts, providing comprehensive business process, product/service functionality, and implementation knowledge in an advisory manner
Provide timely services in line with practices, procedures, contractual budgets, leveraging contractual agreements
Maintain customer relations, communicating with customers regularly to ensure satisfaction
Provide updates on customer status to leadership
Educate customers on the most effective and efficient way to leverage Oracle services, products, and tools, providing feedback on customer organization performance
Review service requests and gather information from appropriate parties to determine next steps
Identify potential crises or concerns and work to resolve customer issues and incidents in a timely manner, leveraging comprehensive knowledge of appropriate resources and other customer experience to develop customized solutions
Connect and/or escalate issues to appropriate teams to reach solutions and minimize impact on the business, independently reporting pain points to leadership
Develop and maintain service delivery and project plans throughout their lifecycle and ensure positive margins according to governance and account management expectations and contracted terms
Update and maintain accurate customer account, contract, and service history information
Independently conduct periodic account planning and account reviews, tracking and communicating status on projects including risk identification and mitigation recommendations
Ensure up-to-date documentation of and maintain contract cost, resources and scheduling, and scope, working to meet contract revenue and margin objectives
Identify and submit delivery leads for new opportunities and contract renewals
Advise customers on optimal use and health of their Oracle product/service investment, independently providing ongoing maintenance to optimize and ensure effectiveness and performance of the product and/or service
Collaborate with cross-functional teams, executing and contributing to technical delivery plans
Independently act as a liaison between customers, internal, and external teams
Adhere to plans to ensure customers understand and are able to adopt product and service changes according to policies and best practices
Work closely with peers to identify and develop innovative ways of delivering service and improving overall product and service utilization to achieve ROI goals
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Contribute to the team by providing guidance and sharing knowledge of relevant product, service, and/or support information or issues
Independently identify opportunities for enhanced value for services
Provide input on the development of new services and/or processes, remaining up-to-date with technological, business, and industry trends
Independently manage work, monitoring timelines and deliverables to ensure projects or initiatives stay on track and meet requirements
Proactively prioritize work and adapt to resource or timeline shifts, suggesting adjustments to maintain project efficiency
Collaborate across teams to align on expectations and achieve shared objectives
Build and maintain a comprehensive understanding of business, stakeholder, and/or customer needs to build and support effective partnerships
Actively listen to diverse perspectives and ask questions to ensure understanding of others
Independently identify and address standard and non-standard issues in accordance with standard practices, escalating more complex issues as appropriate
Analyze data and/or information from multiple sources to troubleshoot standard and non-standard errors
Contribute to knowledge sharing and best practices
Embrace continuous learning by actively seeking to build knowledge and new skills and/or tools and staying current with industry trends and best practices
Seek out and leverage feedback and training to improve skills
Contribute to a culture of continuous learning and knowledge sharing with team members
Develop ideas and recommend updates to increase the efficiency and effectiveness of processes, protocols, and workflows within a team
Seek input from team members on alternative approaches and methods for improving work
Requirements
Bachelor's degree in Finance, Accounting, Business, Information Systems, Computer Science, or related discipline
Professional finance / accounting qualification strongly preferred: CMA, CPA, CA, ACCA, or equivalent
English fluency required (written + spoken, business-grade)
Native or fluent Cantonese required
End-to-end functional configuration of FCCS including dimension design, consolidation methods, intercompany eliminations, multi-currency translation (FX), ownership-based minority interest, journal entries, and statutory / management reporting outputs
Hands-on experience building calculation logic for consolidated funding flows, intercompany profit-distribution, and group consolidation scenarios
Solid knowledge of financial close cycle — trial balance capture, intercompany matching, eliminations, FX translation, multi-entity consolidation, ownership handling
Ability to support month-end, quarter-end, and year-end close processes from design through execution and statutory sign-off
End-to-end functional configuration of EPBCS
Experience translating FP&A processes into EPBCS designs
Knowledge of planning governance in EPBCS
8+ years of finance / FP&A / financial close experience, including at least 4 years hands-on with Oracle FCCS and EPBCS
At least two full lifecycle implementations of FCCS (or Hyperion Financial Management) as functional owner
At least two full lifecycle implementations of EPBCS as functional owner
Experience with config, build, and validation of calc scripts, business rules, member formulas, dashboards, approval workflows, and Smart View reports
Experience running or supporting SIT / UAT / regression cycles, end-user training, and hyper-care
Knowledge of Oracle EPM Automate, REST API, Data Management / Data Exchange, ODI / FDI
Ability to collaborate with solution architects on dimension design, integration patterns, and security hierarchies
Familiarity with Smart View, dashboards, and reporting outputs required for finance audiences
Comfortable translating complex finance-process intent into board-ready configuration and back into audit-traceable documentation
Independent and a proactive personality
8 years of experience in a customer facing, consultative, or technology related field
OR Bachelor's Degree in Business, Computer Information Systems, or related field AND 4 years of experience in a customer facing, consultative, or technology related field
OR Master's Degree in Business, Computer Information Systems, or related field AND 2 years of experience in a customer facing, consultative, or technology related field
OR Doctorate in Business, Computer Information Systems, or related field
Demonstrated ability to deliver high-quality customer service, resolving issues with professionalism
Demonstrated ability to collaborate across teams and regions to achieve shared business goals
Nice to have:
1 year of experience working with operating budgets and/or project financials
4 years of experience in information technology service management
4 years of experience in account management
Benefits
Flexible medical, life insurance, and retirement options
Volunteer programs
About the Company
Oracle brings together data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. With AI embedded across its products and services, the company helps customers turn that promise into a better future for all. Oracle is leading the way in AI and cloud solutions that impact billions of lives.
