Support Program Manager F&B GBU

Remote working

Any EMEA location considered

Oracle Food & Beverage Solutions focus on the Restaurant and Food Service market and deliver fast, efficient service with centralized POS (Point of Sales) software and hardware, we build inspired loyalty programs and offers, and keep costs under control with reporting and back-office solutions.

The Support Program Manager is responsible for delivering post-sales support and solutions to our customers. This involves resolving post-sales non-technical customer inquiries via phone and electronic means. While the role does not require the ability to resolve technical inquiries, as an advocate for our customers, you are responsible for facilitating customer relationships with Oracle Food and Beverage Support. As a Support Program Manager you will be providing advice and assistance on escalated issues, as well as partnering with our Support Organization to create action improvement plans to improve overall Customer Satisfaction.

In this role, you will be a Support Program 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 and employee mentoring.

Responsibilities:

Project Lead: The nature of this position has varied and often complex duties which require independent judgement and may require acting as a Project Lead.

Help Onboard New Customers - 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. Educate customers on the value of the overall solution and encourage optimal utilization of their Food & Beverage Solution.  

Put the Customer at the Center as their Trusted Advisor - Work with multiple complex customers to develop long term partnerships. Act as a primary point of contact for the customer throughout the various stages of the customer lifecycle. Acts as Oracle navigator to gain access to necessary Oracle Resources. Includes Cloud Operations Guidance and Technical Support. Recognize chronic or reoccurring trends in service interruptions and elevate them to Senior Management.

Collaborate Cross Functionally and Enhance How Customer Success is Defined – Create and contribute to an environment that is geared to innovation, high productivity, high quality and customer service. Responsible for sharing information across the CSM team via defined methods. Gather Customer feedback to help initiate internal change where needed.

An ideal candidate also:

Works Well Under Pressure: Escalated issues often require executive level updates which must be concise and relative all while effectively driving Internal Oracle teams toward Resolution.

Has Industry Knowledge: Food & Beverage experience preferred but not required.

Is a Strong Communicator: Both written and verbal.  

Has Aptitude: the ability & interest to learn technical software

Has Perseverance: Customer Success is an evolving target and a Customer Success Manager must be able to be persistent and agile with that fluidity

Thrives on Knowledge: Oracle Food & Beverage Solutions provide a multitude of innovations for our customers, a Customer Success Manager does not need to know every technical detail but should thrive on understanding how those solutions transform the customers’ business.

Is Self-Motivated: Inspired to perform well without outside help.

Has the Ability to Make an Impact: Is capable of transforming customer emotion into qualitative and quantitative feedback in order to drive change and resolution within Oracle.  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, you will be considered the lead customer liaison for 4 -10 strategic, top-revenue Support accounts, and will attend one-on-one meetings with representatives of the strategic accounts. You will be responsible for managing internal projects, such as creating internal training curricula and schedules, presenting across lines of businesses, identifying and driving productivity improvement opportunities, coordinating, preparing and qualifying Premier Analysts for Customer Visits and employee mentoring.

Job duties are varied and complex, needing independent judgment. May have project lead role. Because of the nature of this position, a proven track record of demonstrated working skills including, but not limited to, excellent verbal and written communication skills, project management skills, ability to multitask and work under pressure, and (most importantly) an unabbreviated commitment to ensuring customer success. Bachelor's Degree in either communications or information systems, previous account management and customer-focused experience, training experience in a software environment, prior working knowledge of or the desire to quickly learn about Oracle's products, and six years 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, you will be considered the lead customer liaison for 4 -10 strategic, top-revenue Support accounts, and will attend one-on-one meetings with representatives of the strategic accounts. You will be responsible for managing internal projects, such as creating internal training curricula and schedules, presenting across lines of businesses, identifying and driving productivity improvement opportunities, coordinating, preparing and qualifying Premier Analysts for Customer Visits and employee mentoring.

Job duties are varied and complex, needing independent judgment. May have project lead role. Because of the nature of this position, a proven track record of demonstrated working skills including, but not limited to, excellent verbal and written communication skills, project management skills, ability to multitask and work under pressure, and (most importantly) an unabbreviated commitment to ensuring customer success. Bachelor*s Degree in either communications or information systems, previous account management and customer-focused experience, training experience in a software environment, prior working knowledge of or the desire to quickly learn about Oracle*s products, and six years related experience.

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).