Nesrine Youssef

- Leadership and management of delivery team responsible for providing customers with the guidance and support needed throughout the full life cycle of SaaS Operations Support to ensure successful and most effective use of Oracle’s products.

- Responsibilities may be defined by named accounts, geography, product/solutions, or some combination thereof.

- Recruits, retains, develops, coaches, motivates, and generally manages multiple Account Management and/or Technical delivery resources to attain/exceed defined customer objectives.

- Responsible for driving a high degree of satisfaction with Oracle's products and related implementation services and ensuring referenceability for continued profitable revenue streams over the long term.

- Accountable for building and providing Applications functional skills on SaaS applications demanded by CSS customers globally.

- Develops and leads a team of OFS support in order to guarantee high quality CSS technical delivery, as required by the service in a timely manner and in the most cost effective way.

- Also be accountable as the point of contact for remote services within the designated region, to assure appropriate technical skills and resource coverage to fulfill CSS delivery commitments in the most efficient way – whether they be on-site, remote or third party ·

- Forms part of the management team, with shared accountability for on-site and remote technical capability throughout the designated region·

- Service/product development activities/initiatives.

- Drive the technical and soft skills development of team members in line with CSS objectives, and their personal development plans, career goals·

- Engages closely with the regional CSS Service Management Organization and CSS Sales to understand and provide the resources and the skills needed to deliver proper, effective and efficient CSS Services.
- Works with Oracle teams across lines of business such as Premier Support, Customer Management, License Sales, Product Development Consulting and Education·

- The role has responsibility to deliver services to customers all over the globe. Regular interaction with the internal account teams in NA, EMEA, LAD and APAC.

• Mentored and guided employees in different projects and tracks to successfully complete the project successfully with the proper deliverables.
• Built strong relationships with customers through positive attitude and attentive response.
• Ensure smooth transition of Business operations and support from the old Oracle Versions to latest oracle version through the upgrades.
• Handle Presales for different Project to assist with Solution mapping.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Study the new products updates and new releases.
• In addition to usual operation, that includes consulting and documentation.

o Handling Techno Functional SRs on behalf of the Oracle Support.