Oracle Cloud HCM Principal Consultant - Client Services

JOB SUMMARY:

A Principal Consultant, Client Services at plays a crucial role in shaping the direction of the Client Services team. They are responsible for managing and enhancing relationships with mid- to large-size clients to ensure satisfaction, retention, and continued business with the company. They provide advanced technical support and configuration when requested, and act as the bridge between the client and , ensuring client needs are understood and met. This position involves setting strategic goals, leading mid- to large-size client initiatives, and providing expert guidance to both clients and internal teams.

If you know how to turn a client relationship into a long-term partnership — and you're ready to lead Oracle Cloud HCM strategy at the principal level — this is where that expertise belongs!

RESPONSIBILITIES:

• Maintain regular communication with mid- to large-size clients to understand their needs, concerns, and feedback; respond promptly to inquiries and resolve issues in a timely manner.
• Align existing client practices and procedures with validated HCM Cloud methods to solve client needs and challenges.
• Troubleshoot issues.
• Propose best-practice solutions to resolve challenges.
• Identify business requirements and map them to Oracle Cloud functionality.
• Identify functionality gaps and develop solutions through process or design changes.
• Configure Oracle Cloud to meet client requirements and document application setups.
• Analyze and resolve functionality issues while proactively identifying long-term solutions.
• Lead and present to clients and internal teams.
• Advise clients on options, risks, and impacts to other processes and/or systems.
• Manage scope and client expectations on individual assignments and in day-to-day activities.
• Lead and support clients with the execution of test scripts.
• Participate in internal forums for training, teamwork, issue resolution, and innovative design.
• Provide knowledge transfer to clients.
• Create specification documents for technical object development.
• Serve as a visionary leader in the Oracle Cloud space, driving innovative solutions around the product.
• Continuously implement and test advanced enhancements and new functionality.
• Manage and oversee client accounts, including contract renewals, upselling, and cross-selling products or services.
• Develop account plans to maximize value for both the client and .
• Focus on maintenance, reconfiguration, and new functionality or modules.
• Ensure high levels of client satisfaction by delivering exceptional service and promptly addressing issues or complaints.
• Collaborate with clients to understand their business goals and objectives, providing strategic insights and recommendations to help them succeed through 's products and services.
• Work closely with internal sales, marketing, project managers, and other teams to align client needs with ’s offerings.
• Prepare and present regular reports to management and clients, outlining key performance metrics and the status of client accounts.

MINIMUM AND/OR PREFERRED QUALIFICATIONS:

EDUCATION:

• Bachelor's degree in a relevant field such as Business Administration, Marketing, Economics, Finance, or Engineering expected.
• MBA or other relevant advanced degree preferred.

EXPERIENCE:

• 5–10 years of Client Services experience or in a related field.
• Module-specific experience in one or more of the following: Talent Management, Time & Labor, Absence Management, Payroll, Core HR, or Compensation.
• Demonstrated understanding of business practice concepts within your module of expertise.
• Track record of building long-lasting client relationships.
• Experience with at least 3 full life-cycle Oracle HCM Cloud implementations.
• Ability to understand fundamental system design and purpose.
• Ability to engage effectively at the business and technical level.
• Strong written and verbal communication skills.
• Oracle certification in your module of expertise preferred.
• Experience with OTBI, HDL, HSDL, BIP, and FastFormula.
• Ability to manage and deliver projects, including planning and estimating.
• Proven ability to support sales as a Subject Matter Expert.
• Strong interpersonal skills.
• Knowledge of challenges commonly faced by client and support teams.
• Ability to work well autonomously and in a team environment.
• Ability to effectively manage priorities and multiple clients.
• Self-motivated and able to plan work effort and manage priorities.
• Experience leading and managing mid-size client projects independently.
• Experience providing complex solutions to clients.
• Extensive expertise across multiple technical domains and broad IT knowledge.
• Proven track record of successful project management and client satisfaction.

SKILL REQUIREMENTS

• Client Relationship Management: Ability to manage senior-level client relationships with a focus on high-value and strategic clients.
• Strategic Leadership: Providing visionary leadership in the development and execution of client strategies, often with a significant impact on the client's business.
• Business Development: Identifying and cultivating new business opportunities, including large-scale projects.
• Innovation: Ability to demonstrate innovation and creative problem-solving in client solutions.
• Advanced Data Analytics and Modeling: Capacity to create complex data models and simulations to support strategic decision-making.
• Client Retention: Able to maintain long-term client relationships, fostering client loyalty, and ensuring client satisfaction.
• Presentations: Proficiency in delivering high-impact presentations to executives and influencing their decision-making.