Manages customer success process for a defined territoryShould retain customers and grow contracts by Upselling & doing multi-year renewals (more than 1 year)Ensure timely support renewals for small to medium-sized customers in assigned territoryOrganize Customer Onboarding and Customer Success ProgramsProvides management with performance feedbackFirst-line management contact for customer escalationsServes as a resource to other organizations for process and policy questionsTroubleshoots problems and escalates as necessaryAssists in key indicator reporting and trend analysisEducates customers on e-business practices and any associated contractual implicationsEnsures customer awareness and understanding of the applicable elements of the Support portfolioResponsible for meeting productivity requirements on outbound calls for renewalsManages exceptions for customers with issues that may delay or inhibit renewals
Desired Profile:
Excellent communication in Spanish Language (mandatory)Good negotiation skills with a right customer service attitude.Takes initiative; and uses all available resourcesShould be open for 24x7 environmentStrong analytical skills and should have good knowledge of excelExcellent research and problem-solving skills with an analytical bent of mindEffectively manages time and priorities to meet service levelsSelf-motivated; focused and driven to achieve goalsExercises judgment, initiative and discretion when providing solutions to customersAble to apply knowledge and make decisions with minimal direction from managementProjects a positive, professional imageDemonstrated ability to meet deadlinesDemonstrated ability to suggest and implement continual improvementsDemonstrated ability to work in collaboration with others to achieve goalsCareer Level - IC2Responsibilities
Position Customer Success RepresentativeLocation NoidaShift Afternoon Shift – 12pm to 9pm (EMEA Timings)Product Description:
Oracle Unbreakable Linux is an enterprise-class support program that delivers award-winning global support for Linux. With this program, Oracle is further committed to delivering high quality, comprehensive, and integrated support to help ensure enterprise success with Linux. Customers can purchase support from the Oracle Unbreakable Linux Store.Oracle Unbreakable Linux support customers at the Basic and Premier levels have access to the Oracle Management Pack for Linux at no additional charge. Oracle Management Pack for Linux delivers comprehensive provisioning, patching, monitoring and administration capabilities via a single, web-based interface, further reducing the complexity and cost of managing Linux environments.Oracle Unbreakable Linux support customers at the Basic and Premier support levels can also download and deploy Oracle Clusterware at no additional license fee or support cost. Oracle Clusterware is cluster software that groups together individual servers so they can cooperate as a single system and is available for Linux x86 and Linux x86-64.All Oracle Unbreakable Linux support customers receive access to patches and updates via the Unbreakable Linux Network (ULN).Oracle VM is server virtualization software that fully supports both Oracle and non-Oracle applications, and delivers more efficient performance. Backed by Oracle's world-class support organization, customers now have a single point of enterprise-class support for their entire virtualization environments, including Oracle Database, Fusion Middleware, Applications, and Linux, which are certified with Oracle VM.Oracle VM Templates deliver rapid software deployment and eliminate installation and configuration costs by providing pre-installed and pre-configured software images. Oracle is the only software vendor to combine the benefits of server clustering and server virtualization technologies, delivering integrated clustering, virtualization, storage, and management for grid computing. The Oracle Unbreakable Linux support program delivers enterprise-class support for Linux with premier back ports, comprehensive management, indemnification, testing and more, all at significantly lower cost.Primary Focus – Team
This Global Customer Success team is responsible for renewing contracts for specific Oracle products/support for small, midsized to large enterprise customers for regions all over the world. Apart from contract renewal team is also responsible for retaining and growing the contract base by upselling and renewing multi-year contracts.The Customer Success Representative will be primarily responsible for ensuring the target support renewal rate for existing small/medium-sized customers in their assigned territory. Will assure that all renewals are completed prior to expiration, passing leads up to Partner Sales Channel for additional service opportunities, and closing the loop for all customer interactions by providing education on the Support portfolio and infrastructure.About Us
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States.Oracle is an 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 and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
