Consulting Solution Lead

Consulting Solution Lead at Oracle

The Consulting Solution Lead for our Customer Health team plays a crucial role in ensuring that AI-generated customer metrics meet the highest standards, mirroring the decision-grade quality typically provided by a seasoned client manager rather than generic output.

Your expertise is critical, deriving from hands-on experience in managing complex customer interventions. This includes identifying risks, handling escalations, crafting recovery plans, and developing executive-ready summaries that drive internal alignment and action. This position is ideal for individuals who have advised customer executives on mitigating organizational risk, successfully navigated customers through challenging situations, or effectively rallied internal VPs to take decisive action for a customer.

You will be responsible for validating that AI-generated insights adhere to the rigorous standards demanded by senior decision-makers. This validation will be achieved through a blend of direct customer engagement and structured Quality Assurance (QA) reviews.

By maintaining close ties with actual customers through targeted account involvement, sampling AI outputs, and overseeing calibration cycles with AI/ML teams, you will ensure that AI-driven health insights are rooted in real customer behavior and provide truly actionable recommendations, not merely pattern recognition.

Responsibilities

Customer Engagement (40%)

• Engage directly with customers to maintain sharp skills and translate real-world experiences into improvements, testing the robustness of AI-generated insights against complex scenarios.
• Partner with various internal teams (CSMs, ACS, PS, AMO) in customer engagement to identify patterns and evaluate remediation and outcomes from the customer’s perspective.
• Assess customer interactions, risks, remediation plans, and executive narratives in live settings to enhance the quality and reliability of statuses, summaries, and tagging.

QA and Calibration (60%)

• Investigate raw data and review AI-generated health statuses, executive summaries, and problem tags for accuracy, tone, and decision-readiness, according to sample plans.
• Examine outputs and corresponding raw data that frontline teams have flagged as incorrect, unclear, or low value.
• Own the reviews of QA sampling plans and scorecards; meticulously document errors, logic breakdowns, and root causes in trackers over time to guide model corrections and monitor improvement progress.
• Collect observations in a monthly report to inform cross-functional partners and leaders.
• Collaborate with raw data process owners and AI/ML teams on monitoring model drift, tag misuse, or shifts in customer behavior patterns to drive model corrections and retraining.
• Refine health tagging guidance to accurately capture evolving customer use case signals.
• Drive internal alignment on what constitutes “good” for AI model outputs, establishing consistent standards that enhance decision-making quality and accelerate time to value.

Preferred Qualifications

• 10+ years in customer-facing roles managing strategic accounts, escalations, or risk remediation, specifically with NetSuite experience.
• Deep expertise in identifying account risk, developing remediation plans, utilizing direct and indirect influencing strategies to coordinate mitigation, and communicating effectively to executives.
• Strong judgment in discerning meaningful risk from noise, particularly in ambiguous or politically sensitive situations.
• Excellent concise and decision-oriented documentation skills; capable of rapidly writing, revising, and structuring QA findings, customer trends, and calibration guidance for cross-functional leadership consumption.
• Significant experience navigating CS, AMO, Support, Product, and Ops processes to identify critical nuances that elevate outputs from generic to decision-grade.

Key skills/competency

• Customer Health Management
• AI-driven Insights
• Risk Remediation
• Escalation Management
• Quality Assurance (QA)
• NetSuite Expertise
• Executive Communication
• Cross-functional Collaboration
• Data Analysis
• Strategic Account Management