Position:                Premier Support Renewals - Support Account Manager

Department:         Support Renewals Sales, ANZ

Reports to:            ANZ Senior Director Support Renewals

 

 

 

 

KEY OBJECTIVE

 

Develop and manage the Oracle Support relationship with designated accounts, to maximize the customers’ use of Support Services, encourage SW currency / hardware retention, and drive a high degree of customer satisfaction while protecting and enhancing Support revenue streams. 

 

 

RESPONSIBILITIES

 

• Account management of Named/Enterprise accounts; maximising revenue, minimising cancellations & backlog
• Develop and manage customer relationships, positioning the value of support to each customer and protect & grow support revenue streams
• Encourage customers to maintain SW currency, refresh their hardware and migrate to Oracle Cloud products
• Meet set targets for bookings; ontime renewals; cancellations and contract backlog
• Preparation of annual support renewal orders in accordance with customer contracts and business practices.
• Sales forecasts -  providing accurate forecasts for allocated territories.
• Work closely with partners where required to maximise renewals through these channels.
• Leverage and align with all relevant lines of business within Oracle to facilitate timely and compliant renewals
• Resolve debtors issues on support renewal invoices where they relate to support issues
• Responsible for processing of license migrations, assignments, legal name changes etc within designated territory
• Work with license sales teams to maximize XLOB opportunities
• Provide backup for colleagues as required
• Onsite customer visits where necessary
• Work as an individual and / or part of a team to exceed strategic and operational directives as communicated / required 

 

 

Relevant Training and Experience

 

• Previous sales  and/or Account Management experience preferably in an IT related industry
• Proven record of exceeding quotas and targets
• Strong communication and presentation skills
• Excellent Customer Service skills
• Strong contracts negotiation experience
• Proven analytical, negotiation and problem solving skills
• Competency with Excel, Word & systems
• Strong English language written and verbal communication skills
• Ability to travel where required

Drive the renewal of Oracle's contracts to existing customers.

Responsible for timely renewals for medium-sized customers in assigned territory. Educate customers on business practices and any associated contractual implications. Ensure customer awareness and understanding of applicable elements of Oracle's portfolio. Meet productivity expectations on outbound calls for renewals. Manage exceptions for customers with issues that may delay or inhibit renewals. Identify and transfer leads to sales representatives for top-tier opportunities. Accurately forecast business targets and opportunities in territory.

5-8 years experience in sales or related area. Job duties are varied and complex, needing independent judgment. May have project lead role.