Job Description
The Support Program Manager is responsible for delivering post-sales support and solutions to our customers. This involves resolving post-sales non-technical customer inquiries via phone and electronic means. While the role does not require the ability to resolve technical inquiries, as an advocate for our customers, you are responsible for facilitating customer relationships with Oracle Support and our customers. As a Support Program Manager you will be providing advice and assistance on escalated issues, as well as partnering with our support organization to create action improvement plans to improve overall customer satisfaction.
In this role, you will be a Support Program Manager for strategic, top-revenue Customer accounts, and will attend one-on-one meetings with representatives of the strategic accounts. You will be responsible for managing internal projects, repeat incident management and problem management, creating initiatives, presenting across lines of businesses, identifying and driving productivity improvement opportunities and employee mentoring.
An ideal candidate:
Works Well Under Pressure: Escalated issues often require executive level updates which must be concise and relative all while effectively driving Internal Oracle teams toward Resolution
Has Industry Knowledge: Food & Beverage or Hospitality experience preferred but not required
Is a Strong Communicator: Both written and verbal, with solid online presentation and meeting management skills
Has Aptitude: The ability & interest to learn technical software and customer business models
Has Flexibility: Customer Success is an evolving target and the ability to flex process and planning to meet customer goals is highly desired
Thrives on Knowledge: Oracle Food & Beverage Solutions provide a multitude of innovations for our customers, a Support Program Manager does not need to know every technical detail but should thrive on understanding how those solutions transform the customers’ business
Is Self-Motivated: Inspired to perform well without ongoing oversight
Has the Ability to Make an Impact: Is capable of transforming customer emotion into qualitative and quantitative feedback in order to drive change and resolution within Oracle
Responsibilities
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.
Responsibilities:
Project Lead: The nature of this position has varied and often complex duties which require independent judgement and may require acting as a Project Lead at times.
Help Onboard New Customers: Advise Customers via introduction calls and welcome materials, including onboarding information and effective and efficient ways to use Oracle Support Services and products, tools, systems, interfaces, and procedures. Educate customers on the value of the overall solution and encourage optimal utilization of their Food & Beverage Solutions.
Put the Customer First as their Trusted Advisor: Work with multiple complex customers to develop long term partnerships. Act as a primary point of contact for the customer throughout the various stages of the customer lifecycle. Acts as Oracle navigator to gain access to necessary Oracle Resources. Includes Cloud Operations Guidance and Technical Support. Recognize chronic or reoccurring trends in service interruptions and elevate them to Senior Management.
Collaborate Cross Functionally and Enhance How Customer Success is Defined: Create and contribute to an environment that is geared to innovation, high productivity, high quality and customer service. Responsible for sharing information across the CSM team via defined methods. Gather Customer feedback to help initiate internal change where needed.
Qualifications
Career Level - IC2
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.
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[email protected] 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.