Consulting Engagement Director

About Customer Success Services

Oracle Customer Success Services (CSS) helps customers realise lasting business value from their Oracle investments. CSS brings expertise across the Oracle ecosystem, working with Oracle Product Development and partners to accelerate adoption, improve operations and enable innovation. Its services span the customer lifecycle, from advisory and implementation through ongoing operations and continuous improvement, across applications, infrastructure, data and AI. Our focus is on helping customers achieve measurable business outcomes and sustain value as their needs evolve.

The role

We are seeking an experienced Engagement Director to lead complex customer engagements and drive substantial business growth across Australia and New Zealand. You will combine accountable program delivery with executive relationship leadership, commercial ownership and proactive account expansion. As a recognised authority and trusted advisor, you will provide high-quality, innovative solution leadership that delivers integrated business solutions and shares practices with impact beyond individual engagements.

This role reports to the VP, CSS Delivery ANZ.

You will operate independently, setting direction and resolving ambiguity with sound judgement, while using appropriate governance, specialist support and timely escalation. You will personally lead customer and internal discussions, mobilise the right expertise and remain accountable for follow-through. The role requires sound judgement in navigating customer complexity, product dependencies and competing priorities across multiple Oracle lines of business. Take a proactive, self-service approach to solving problems, using available tools, resources and specialist expertise while remaining accountable for decisions and follow-through.

Travel is required as part of this role and is expected to be up to 20% of the time.

Business growth and account expansion

· Take proactive ownership of identifying, shaping and advancing opportunities for CSS growth, including extensions, expansions, renewals and additional services across the customer lifecycle.

· Build and execute account growth plans with CSS Sales, Customer Success Managers and application and technology sales teams, linking customer priorities to credible Oracle solutions and services.

· Lead discovery and value conversations with executives; contribute subject matter expertise to business cases and proposals that connect recommended investments to measurable customer outcomes.

· Drive opportunities through qualification, solution shaping, estimation, commercial negotiation and delivery handover with the relevant sales and specialist teams, within agreed accountabilities and approval authorities; maintain a credible pipeline and forecast.

· Expand relationships across business units, decision makers and product areas, converting delivery credibility and demonstrated value into sustained, profitable growth.

Engagement leadership and customer outcomes

· Act as the single accountable Engagement Lead for assigned accounts, maintaining a coherent customer relationship and coordinated Oracle engagement through delivery, ongoing operations and renewal.

· Build collaborative, trusted relationships with executive sponsors and decision makers through strong interpersonal and communication skills; influence stakeholders and lead steering committees, difficult conversations, negotiations and service recovery with confidence. Proactively communicate priorities, dependencies, risks and decisions, and confirm shared understanding and ownership.

· Work in close partnership with CSS Sales, with sufficient shared account knowledge for either lead to represent the account. Maintain continuity with the Customer Success Manager throughout the lifecycle.

· Analyse customer business needs using industry best practices and product knowledge. Translate customer strategy into an agreed roadmap, measurable outcomes, deliverable acceptance criteria, governance and decision priorities; actively manage expectations, adoption and value realisation.

· Lead medium to large-scale, complex programs or related engagements across teams, suppliers, geographies and workstreams, maintaining integrated plans, agreed budgets and clear ownership of internal and external dependencies to deliver on time, to agreed quality standards and to customer satisfaction. Plan, organise and prioritise work, manage competing priorities and high work demands, monitor progress and adjust plans to sustain high-quality delivery.

· Carry substantive program management and delivery accountability as part of the engagement, with customer-funded responsibilities aligned to the agreed scope.

Complexity and Oracle collaboration

· Navigate customer complexity, including competing executive agendas, organisational change, constrained capacity, partner dependencies and unclear decision rights. Build alignment and secure timely decisions.

· Navigate product complexity across Oracle applications, cloud infrastructure, integrations, data and release dependencies. Engage architects, Product Development and Support to resolve issues and establish feasible options. Recommend and justify product enhancements for very complex customer needs, and create opportunities to evaluate innovative solutions without making unapproved product commitments.

· Build strategic partnerships across CSS, sales, product teams, Support, cloud operations, Finance, Legal and partners. Reconcile priorities and ownership. Resolve conflict and competing priorities, influence without direct authority and secure broad support for a coordinated Oracle position. Embed inclusive ways of working in engagement plans. Collaborate across functions, regions and reporting lines in a global matrix organisation, building relationships across cultural boundaries.

· Resolve issues at the appropriate level using balanced, ethical judgement, assessing wider implications for customers, teams and Oracle business results. When escalation is needed, bring a clear assessment, options, recommendation and decision request, and continue to own resolution.

Commercial and delivery performance

· Own program financial performance, including budgets, revenue forecasts, margin, resource planning and scope control. Set clear delegated Project Manager responsibilities for revenue and margin on each engagement while retaining overall accountability for program performance.

· Apply Oracle methodologies and policies to manage risks, issues, quality, contractual obligations and change requests proactively; establish contingency plans, negotiate viable recovery actions and maintain transparent customer and internal reporting.

· Balance customer, commercial and organisational needs to achieve sustainable customer outcomes, growth and profitability. Ensure proposals and commitments are deliverable, appropriately governed and supported by the required commercial approvals.

· Lead multidisciplinary teams towards shared business goals, seek and value diverse input, and delegate with clear responsibility and authority. Coach project managers and delivery leads, develop team members and stretch high performers while retaining accountability for your own engagements. Foster a psychologically safe, respectful and inclusive workplace through professional behaviour, constructive communication and adherence to organisational values and policies. Encourage people to raise concerns and differing views respectfully, and resolve conflict constructively.

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