Cloud Customer Success Manager - F&B

Job description

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, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with little direction from management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. You should also be fluent in customer TAR reporting systems. Bachelors degree and three years related experience (and one year Client Relations experience) in hand, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.

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

Desired profile

Qualifications :

Cloud Service Delivery Manager

Oracle Hospitality Cloud

The Cloud Service Delivery Manager serves as the single point of contact for Oracle Hospitality and Retail Cloud customers. Cloud Service Delivery Managers duties include:

• Develop and maintain operational relationships with Enterprise Cloud customers.

• Through daily activities, strive for a high degree of customer satisfaction resulting in a positive references for the services that the Customer is consuming from Oracle.

• Represent their customers as a single point of contact within Oracle Cloud Operations and partner with Customer System Administrators and Leadership along with Oracle Leadership to bind them together in a working team.

• Monitor and proactively manage all delivery and service obligations to insure the proper quality of service is consistently provided to our customers.

• Review, coordinate and oversee successful completion (by Engineering staff) of all Service Requests.

• Handle day-to-day Customer relationship and when necessary for crises or escalations, connect the appropriate parties to reach resolution.

• Educate the customer on the most effective and efficient way to use Oracle processes, products, tools, systems, interfaces and procedures.

• Drive internal processes to ensure the highest quality of service, and work with teams to improve as needed. Maintain accurate account information.

• Perform with a high level of autonomy, reporting to management regularly on customer status and striving to keep escalations at a minimum while keeping leadership appraised of any possible flare points.

• Contribute to the Onboarding, training and mentoring of new Cloud Service Delivery Managers.

• Excels individually while contributing to the team dynamic by providing direction and mentorship of others in addition to sharing any relevant product information or issues with the team.

• Based upon interaction with customer teams, make recommendations to relevant Account Managers for possible up-sell activities to include services, add-ons, etc.

• Track, update and close all Service Request tickets for assigned customers.

• Develop, manage, and present period service improvement plans internally and with customers.

• Monitor incident management queue for service interruptions impacting assigned customers.

• Proactively communicate to assigned customers throughout service interruption events. Partner with Operation Center to run and facilitate any service incident impacting assigned customers.

• Recognise chronic or 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.

Performs non-technical project completion using an internal customer perspective, typically from initiation through delivery.

Develops project plans and coordinates cross-functional teams through meetings and progress measurement activity which bring distinct, specific projects to completion both on time and within budget.

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 project management or related experience.