Job Description

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.

Career Level - IC2

Responsibilities

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.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first 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 calling +1 888 404 2494, option one.

Disclaimer:

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.

* Which includes being a United States Affirmative Action Employer