Oracle’s Cloud Customer Success Team
Oracle's Cloud mission is to bring its leading enterprise technology and business applications software to customers, anywhere in the world, through the Internet.
Oracle Cloud is a broad set of industry-standards based, integrated services that provide customers with subscription-based access to Oracle Infrastructure Services, Oracle Platform Services, Application Services and Social Services, all completely managed, hosted and supported by Oracle.
With predictable subscription pricing, Oracle Cloud delivers instant value and productivity for business users, developers and administrators.
Oracle’s Cloud Customer Success Organization is a focused group of Cloud Customer Success experts whose mission is to drive successful Oracle Cloud utilization and replenishment through the proactive management of all facets of the customer engagement lifecycle.
Join one of the most visible areas of Oracle’s continued success with Cloud; this is an exciting opportunity to be part of, and help shape, this new function.
Reporting into the Director, APAC Tech Cloud Customer Success team, based in Manila the CSC will be responsible for supporting our volume Cloud customer base through on-
line and telephone support complementing the relationship between The Oracle Cloud and our customers core business objectives and priorities thereby driving increased business value and alignment between Oracle and its valued customer community.
The Customer Success Consultant (CSC) will be responsible for supporting customer adoption through successful customer on-
boarding and usage of their Tech Cloud service credits via the adoption portal supported by a network of partners providing implementation services, on-
site support and workshops. The CSC will be the main point of contact via the phone and / or on-line chat to ensure that our volume customers successfully progress through the on-
line guided adoption process resulting in renewal and expansion of their services. The CSC will collaborate with sales, support and partners to improve the customer’s use of Technology Cloud.
This will include problem solving, milestone development and review of implementation plans. Ultimately the success of the role is driving and securing a high level of customer satisfaction and ensuring that consumption of Oracle’s Cloud continues in its upward trajectory.
Experience & Qualifications
1 year Cloud experience
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).
The job requires remote interactions with customers in ASEAN & ANZ regions and will involve working in 7AM - 3PM IST shift
Detailed Description and Job Requirements
Drive maximum adoption of Oracle solution and identify / drive product expansion opportunities via high value relationship with the client.
Work with medium sized clients to develop long term partnership with our clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continues / replenish / renews contract with Oracle.
Responsible for maintaining a high level of client satisfaction by being a liaison between our clients and Oracle's internal operations.
Identify product expansion / up sell opportunities. Responsible for sharing information across the CSM team via defined methods.
Job duties are varied and complex utilizing independent judgment. 5 to 7 years of professional experience. Demonstrated experience in implementation or client facing relationship experience.
Understanding of various technical architectures and operating systems. Industry experience is desired.