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.
Internal 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.
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.
Bachelor's degree in business, information systems, operations, engineering, communications, or equivalent practical experience.
Strong account coordination skills, including tracking commitments, risks, issues, decisions, and stakeholder actions.
