Customer Service Account Management Consultant 3-Support
OracleAu-au,australia-north ryde","sg-singapore","au-au,australia-melbourne","my-my,malaysia-kuala lumpurUpdate time: October 9,2020
Job Description
CSM POSITION DESCRIPTION
Customer Success Manager
Oracle Food & Beverage Global Business Unit
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 subsequent end-user customer needs.
The Customer Success Manager 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 improvement plans that cross customer and Oracle, to improve overall Customer Satisfaction.
Responsibilities of Role
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 Premier Analysts for Customer Visits and employee mentoring.
Main Duties
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 Work with multiple complex customers to develop long term partnerships.
o Act as primary point of contact for the customer throughout the entire lifecycle of the customer.
o 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.
o Acts as Oracle navigator to gain access to necessary Oracle Resources. Includes Cloud Operations Guidance and Technical Support.
o Educate Customers on the value of the overall solution and encourage optimal utilisation.
o Gather Customer feedback to help initiate internal change where needed.
o Recognise chronic or reoccurring trends in service interruptions and elevate them to Senior Management.
o Creation of weekly/monthly system and infrastructure performance reports.
o Create and contribute to an environment that is geared to innovation, high productivity, high quality and customer service.
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 and or supervise lower level personnel.
• BS degree or equivalent experience relevant to functional area. Prefer 5 years of related experience.
Life at Oracle ANZ\: An Oracle career can span industries, roles, countries and cultures, giving you the opportunity to take on new roles and challenges, while blending work and life. Oracle has thrived through 40 years of change by innovating and operating with integrity while delivering for the top companies in almost every industry. To cultivate the talent that makes this happen, we work hard to create a vibrant and rewarding workplace that celebrates diverse, multi-talented teams where everyone can contribute. We take care of each other, and value giving back to the community. We have flexible work arrangements and offer benefits including generous paid parental leave and comprehensive premium medical insurance... Find out more
!|!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 Support Services, drives high degree of satisfaction and referenceability, and to protects and enhances Support revenue streams.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.
5-8 years of relevant experience. Specialist in account management practice. Fully proficient practitioner able to communicate at all levels within the account and create opportunities for the client to grow and improve their Oracle products and services. Proven ability to be customer focused, and developed acumen to cultivate and develop lasting customer relations. Job duties are varied and complex, needing independent judgment. May have project lead role.!|!
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