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Customer Service Manager- Cloud Services

Oracle Harrisburg, PA
  • Expired: December 07, 2019. Applications are no longer accepted.

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.
8-12 years relevant work experience. Strong account management skills acquired through advanced training, study and experience. Extensive exposure to medium accounts needing subtle management often in difficult circumstances.
Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.
Customer Service Manager within Cloud Services
The Customer Success Manager (CSM) position focuses on proactive SaaS engagements for Oracle Retail. The responsibilities require the candidate to work directly with customers and have a solid understanding of the Oracle Retail solutions to ensure a customer's success on various service and product-related offerings. The CSM achieves this success by collaborating across Oracle lines of business and keeping executive management up to date on the customer activity.
In this role you will be responsible for developing and managing the Oracle Support relationship with a designated large account or small number of medium accounts throughout engagement. You will be responsible for maximizing the customers use of Support Services through driving a high degree of satisfaction and referenceability, and protecting and enhancing Support revenue streams.
Additional Responsibilities:

  • Main contact for Oracle customers.
  • Manages the accountability for both cloud services and customer.
  • Manage the contract, or delivery engagement as defined by Oracle Service Support (OSS).
  • Develop and maintain relationships with senior management across lines of business and third parties.
  • Plan and deploy support activities to ensure effective delivery within agreed budgetary constraints.
  • Advise the account on effective and efficient way to use Oracle support services and products, tools, systems, interfaces, and procedures.
  • Assure and improve the quality of the service, and maintains accurate account information.
  • Communicate opportunities for customers to engage with Oracle such as technical events and business seminars. Assist
  • in the renewal of Support contracts, and contributes to pre-sales activities.
Qualifications
  • 5-8 years of Customer Experience Management experience within Enterprise Software.
  • Retail Experience with understanding of how the customer run their business is a plus
  • Cloud Technical knowledge
  • Executive Sponsorship & Collaboration
  • 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 develop acumen to cultivate and develop lasting customer relations.
Job: **Support*
Organization: **Oracle*
Title: Customer Service Manager- Cloud Services
Location: United States
Requisition ID: 19001HVK

Oracle

Address

Harrisburg, PA
17108 USA