Job Title: Customer Success Specialist
Department: Oracle Food & Beverage Global Business Unit
Position role reports to: Regional Customer Success Manager

Overall Objective/Purpose

As a member of the F&B Customer Success organisation, your focus is to enable and deliver a seamless end to end customer experience to Oracle customers using Micros Oracle solutions, while serving as an advocate for our customers and their needs.

The Customer Success Specialist is responsible for delivering a high degree of customer satisfaction by partnering with the internal Oracle teams to ensure the customers’ expectations are met. Through that partnership, you will be required to create and action plans that are internal and external, to improve overall Customer Experience and Satisfaction.

The Customer Success Specialist will coordinate the customer journey: LAND – ADOPT – EXPAND – RENEW. You will be expected to accurately identify and capture customer’s required business outcomes during onboarding and drive the teams to deliver against the defined success criteria.

You will be expected to engage with customers and internal teams across multiple time zones.

Responsibilities of Role

• In this role, you will be a Customer Success Specialist for customer accounts embarking on the Oracle F&B journey. You will attend internal and customer meetings.
• You will be responsible for facilitating the onboarding deliverables, internal projects, incident management and problem management, creating initiatives, presenting across lines of businesses, identifying and driving productivity improvement opportunities.
• You will work with a high volume of smaller, less complex clients to develop long term partnership to ensure they remain successful by realizing the full value of their investment with us, and ensure client continues/replenish/renews their contracts with Oracle.
• You will be responsible for maintaining a high level of client satisfaction by being a liaison between our clients and Oracle's internal operations and help to identify product expansion/up sell opportunities.
• You will also be responsible for sharing information across the Customer Success team via defined methods.

Main Duties

In addition to the below points you will be the Trusted Advisor that our customers rely on to provide best practice and knowledge on the Oracle Cloud solutions:

• Work with multiple customers to develop long-term partnerships.
• Act as point of contact for the customer throughout the onboarding phase and entire lifecycle of the customer, where applicable based on the customer tier.
• Advise customers via introduction calls and welcome materials, including on-boarding information and effective and efficient ways to use Oracle support services and products, tools, systems, interfaces, and procedures.
• Act as Oracle navigator to gain access to necessary Oracle Resources. Includes Cloud Operations Guidance and Technical Support.
• Educate Customers on the value of the overall solution and encourage optimal utilisation. Identifying customer training needs, connecting the customer with available tools and communities.
• Gather Customer feedback to help initiate internal change where needed. Analysing customer product consumption and adoption to help identify areas to optimize and improve.
• Recognise chronic reoccurring trends in service interruptions and elevate them to senior management.
• Creation of weekly/monthly system and infrastructure performance reports.
• Create and contribute to an environment that is geared to innovation, high productivity, high quality and customer service.
• Develop materials and facilitate webinars for the benefit of customers to continuously grow and stay connected with Oracle F&B solutions.
• Participate in and moderate the Community Forum to ensure customers have a platform readily available to share and discuss product adoption and consumption.
• Ensuring customers are taking advantage of the latest cloud service capabilities and assist when planning for the future.
• Identify accounts at risk of cancellation and intercept with corrective action plan in collaboration with Sales Management and Cloud Renewals. Work through obstructions and objections to retain revenue.

Qualifications & Skills Requirement

• Duties and tasks are varied and complex; independent judgment needed. Fully competent in own area of expertise. May have project lead role.
• Bachelor’s degree or equivalent experience relevant to the functional area.
• Prefer 5 years of related experience.

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.