Customer Experience Account Specialist

Skip to main content. sitemap Profile Sign Out View More Jobs Customer Experience Account Specialist Nashville, TN, United StatesUnited States Trending Job Identification 339654 Job Category Services and Support Posting Date 07/10/2026, 06:33 PM Role Individual Contributor Job Type Regular Employee Does this position require a security clearance? No Years 6 to 10+ years Additional Info N/A Applicants are required to read, write, and speak the following languages English Job Description Role Overview  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.  Responsibilities Key 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. Ideal Candidate Profile 8+ years of experience in customer experience, account management, customer success, service delivery, technical program...