Page Hamilton Email & Phone Number

Bellevue, Wa, Us

Greater Seattle Area

I establish and nurture a “trusted advisor” relationship among key contacts at some of our largest, top-tier customers; continually introduce and influence the implementation of Oracle Support best practices; develop a climate of increasing customer satisfaction, adding to their confidence in expanding the Oracle footprint. Among many improvements in the customer’s experience, these efforts have resulted in:• A 50% reduction in customer time spent on open Service Requests over a two year period• A 25% reduction in critical, production-impacting issues over a period of a few years• Performing a detailed needs analysis to determine short and long term Support model requirements of large, complex customers, and then implementing over several years• Being tapped by Sr. Management to perform assessments of large, complex accounts for potential inclusion in the program for highest levels of Support Account Management

Greater Seattle Area

As Customer Services Director, I was nominated by Sales to assume the first Key Account Director role for a large, complex and highly demanding customer where I had established relationships. For three years I owned overall leadership of the account across all products, services and support; was the primary point of contact for the customer; responsible for account revenue growth and improved customer satisfaction by managing key relationships and ensuring the customer achieves value from Oracle solutions. Among the highlights were:• An increased focus on Executive relationships leading the account team into unprecedented joint planning with the customer’s CIO, and C-level summits at both Oracle and Customer that included Oracle President plus CIOs, CTOs, EVPs, and SVPs from both companies• A record number of License, Consulting and Advanced Customer Services deals, creating the need for Sales to own the KAD role, then shepherding the transfer of this role to Sales

Greater Seattle Area

This lead role was for higher, fee-based levels of Support delivery in the context of long-term partnering relationships with large and complex customers. Duties included ensuring customer satisfaction; developing comprehensive Support plans and account profiles; managing overall Field Support delivery; driving escalated issues to resolution; engaging senior management as needed; coordinating issues across account team and all lines of business; promoting Oracle Support best practices among customer focal points; assisting Support Sales with contract renewals; effective and timely communications, both written and presented; and mentoring of new Field Support members.

Colorado Springs, Colorado Area

I was hired into Oracle to take on the role of managing highly escalated, complex situations among high-value customers. Assignments would come from Senior Management and engagements would typically last two weeks to two months, involving any product area and line of business. Customer interaction was managed remotely in most cases, though some would involve face-to-face meetings.

Greater Los Angeles Area

I developed financial management applications for the needs of large, government, multi-million dollar contracts. The duties included maintaining the technical coding support for up to eight full-featured finance applications for 80 departmental users; performing all systems lifecycle development tasks such as requirements analysis, design, development, implementation, documentation, user acceptance testing, and end-user training. I developed training manuals and delivered classes for new users of the systems, and conducted weekly, departmental project status meetings, and extensive customer support functions. I also delivered technical presentations to national user groups.