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Job Description
- Req#: 252467
Develops and manages the Oracle Support relationship with a designated large account or small number of medium accounts throughout engagement. Maximizes the customers’ use of Oracle's Restaurant solutions, drives high degree of satisfaction and referenceability, and to protects and enhances revenue streams.
In this role, you will be a Customer Success Manager for strategic, top- revenue Customer accounts, and will attend one-on-one meetings with representatives of the strategic accounts. You will be responsible for managing internal projects, repeat incident management and problem management, creating initiatives, presenting across lines of businesses, identifying and driving productivity improvement opportunities, coordinating, preparing and qualifying growth initiatives.
Career Level - IC3
Responsibilities
Main contact for Oracle customers. Manages the contract, or delivery engagement as defined by Oracle Service Support (OSS). Develops and maintains relationships with senior management across lines of business and third parties. Plans and deploys support activities to ensure effective delivery within agreed budgetary constraints. Advises the account on effective and efficient way to use Oracle support services and products, tools, systems, interfaces, and procedures. Assures and improves the quality of the service, and maintains accurate account information. Communicates opportunities for customers to engage with Oracle such as technical events and business seminars. Assists in the renewal of Support contracts, and contributes to pre-sales activities.
In addition to the below points you will be the trusted adviser our Customers rely on to provide best practice and knowledge on the Oracle Cloud solutions;
o Workwithmultiplecomplexcustomerstodeveloplongterm partnerships.
o Actasprimarypointofcontactforthecustomerthroughout the entire lifecycle of the customer.
o AdviseCustomersviaintroductioncallsandwelcome materials, including on-boarding information and effective and efficient ways to use Oracle support services and products, tools, systems, interfaces, and procedures.
o ActsasOraclenavigatortogainaccesstonecessaryOracle Resources. Includes Cloud Operations Guidance and Technical Support.
o EducateCustomersonthevalueoftheoverallsolutionand encourage optimal utilisation.
o GatherCustomerfeedbacktohelpinitiateinternalchange where needed.
o Recognisechronicorreoccurringtrendsinservice interruptions and elevate them to Senior Management.
o Creationofweekly/monthlysystemandinfrastructure performance reports.
o Createandcontributetoanenvironmentthatisgearedto innovation, high productivity, high quality and customer
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