In this role, as a Customer Success Communities Analyst, you will execute high volume, one to many post-sale customer campaigns and communications across the Health Science product group at Oracle. Success will be measured by helping to establish an effective Online Community engagement model delivered via multiple channels.  While this role is part of the Global Customer Success team, it will focus on English speaking customers and require regular cross-collaboration with our Oracle global partners in support of our global Customer Success framework to ensure a world-class customer experience. This is a chance to be part of a team that is transforming our customer’s pre and post sales experience and helping them fully adopt the applications they’ve invested in as well as enhance the customer experience with our Customer Success team. 

This position requires a global perspective and self-driven mentality with cultural aptitude and curiosity across a diverse, global organization, as well as the ability to navigate the sophisticated challenges of a constantly evolving organization. You must be highly adaptable to change and demonstrate both the ability and flexibility to vision conceptualization and get-it-done tactical execution. In addition, the concept of think differently – act differently is key to the success position, a level of excitement is key the strategy of this position.  This position reports into the Director of Customer Success Enablement.

At Oracle Health Sciences, we work collaboratively as a team. We ambitiously strive for perfection and do not settle for “just OK.” We are curious and committed to continuous self-improvement. We use data and experience to improve our decisions. We are kind to each other and believe that diversity in thought leads to the best outcomes.

Here is what you will do:

• Build and nurture dynamic community experiences to support the customer journey
• Analyze and build analytic dashboards that help to manage, monitor, and report community metrics
• Encourage engagement within the community with internal stakeholders
• Develop and maintain community guidelines and policies
• Implement programs to increase membership and engagement
• Participate in determining KPIs, and oversee their measurement
• Build and maintain relationships and touch points with internal stakeholders
• Coordinate with platform vendors and technical resources
• Manage user contracts and CPCA agreements and subscriptions
• Maintain users lists in communities and in related learning management system
• Manage event and enablement registrations
• Flag and escalate technical issues as it relates to users in the community
• Development and management of customer/Oracle websites
• Responsible for the overall appearance and function of websites.  Provides for the delivery of content and message in a web environment
• Monitors and analyzes site performance and reviews tracking metrics to provide solutions to increase search engine ranking and creating marketing personas/audience profiles.

 

Requirements:

• 3+ years’ experience managing dynamic brand communities
• Exposure to some or comparable systems: APEX, Cloud Applications Development, SQL, Analytics Reporting, JavaScript, Tableau, and administrative tasks in a learning management system
• Eloqua knowledge a plus
• Jira or similar development tracking system
• Strong oral and written communication skills
• Analytical mindset with a data-driven focus
• Experience with community platforms
• Demonstrated ability to work with cross functional teams

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with little direction from management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. You should also be fluent in customer TAR reporting systems. Bachelors degree and three years related experience (and one year Client Relations experience) in hand, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.

Oracle is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.