Renewal Representative II

Job description

Drive the renewal of Oracle's contracts to existing customers.

Responsible for timely renewals for small to medium-sized customers in assigned territory. Educate customers on business practices and any associated contractual implications. Ensure customer awareness and understanding of applicable elements of Oracle's portfolio. Meet productivity expectations on outbound calls for renewals. Manage exceptions for customers with issues that may delay or inhibit renewals. Identify and transfer leads to sales representatives for top-tier opportunities. Accurately forecast business targets and opportunities in territory.

2-5 years experience in sales or related area. Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures.

Desired profile

Qualifications :

Primary Focus :

The Support Renewal Advidor(SRA) is responsible for ensuring the achievement of KPI targets for Premier Support renewal in their assigned territory.

Distinguishing Characteristics :

Successful SRA will be highly focused on performing the Premier Support renewal activities from data cleaning activities, quoting, answering customers' inbound calls, chats, emails, performing outbound calls using customer language and respective customer business hours. SRA will be measured on several productivity metrics including on-time renewal, forecast accuracy, cancellation and past due rates. The SRA must adapt and acquire new skills quickly, and effectively manage multiple tasks and priorities in their assigned territories. In addition, successful candidates should be able to articulate and advise customers on the values of Oracle Support services, accurately describe product and service offerings and entitlements, electronic systems options, practices, policies and procedures.

Job Descriptions :

Accountable for timely support renewals for customers in assigned territory

Educates customers on benefits and values of Oracle Support and associated contractual implications

Responsible for meeting productivity requirements on outbound calls for renewals, email answering time

Manages exceptions for customers with issues that may delay or inhibit renewals

Respect the renewals timelines and procedures in order to meet the booking forecast and the other renewals KPI's.

Ensure implementation of automation, ie. Online and Auto Renew

Technical Knowledge and Skills :

Good command of English & Korean

Understands the business use of Oracle products, services and future directions

Demonstrated proficiency with e-mail, computers, Word, Excel and Internet. Ability to handle inquiries or objections from customers over the phone.

Ability to work under strict procedures and timelines and compliance.

Availability to align their working schedule to the customer business hours.

Highly adaptive and willing to learn

Qualifications :

Bachelor degree in any major preferred or equivalent

At least 4 years experience in customer service, sales, business operations or equivalent industry