RFx Service Excellence Lead
NetSuite Inc.
Bengaluru, India, IN, IN
4d ago

Job Description - RFx Service Excellence Lead (19000PC9) Preferred Qualifications Context :

The purpose of Solution Engineering is to work with our prospects and customers to understand their business challenges and by doing so position, promote and evangelize Oracle solutions.

In collaboration with Sales & Sales Consulting teams across JAPAC & EMEA our ambition is to be the customers first choice for Oracle s products / services.

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Job Role Summary

The Solution Engineering Hub provides a wide variety of services which help to answer customers’ questions, showcase Oracle technology and allow us to win the customer's trust.

Delivering the services requires close alignment in the Sales teams both in customer facing and non-customer facing roles.

The Services Excellence Lead is responsible for defining, documenting and driving the overall Quality, Effectiveness, Efficiency and Consistency for the RFx Service across our Hub organization.

Responsibilities :

Defining, maintaining and communicating internally and externally the Service process documentation in-line with defined standards

Facilitating the delivery of excellence by defining SLA, Quality and Process Compliance metrics with respect to the Service

Driving a continuous improvement methodology through planning, measuring and reviewing the delivery of the Service with respect to the agreed service levels

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Analysis of Voice of Customer (internal / external) feedback with regards to business value, satisfaction & adoption of the Service

Providing Service reporting to the leadership team on Service Excellence & other metrics (impact, outcome and process)

Creating value for the customer, by ensuring consistency and continuous improvement in the quality and productivity in the overall Service delivery process

Managing regular enablement, as required, on the Service ensuring that SE’s are suitably trained to deliver consistently & within quality standards

Ongoing evaluation of opportunities to improve the efficiency of Service through process refinement, tooling and automation

People Management as a virtual leader

  • As an individual contributor, builds synergetic virtual teams and shares information and the best practices to improve the work results.
  • Encourages the innovative thinking among the team members.
  • Collaborate with virtual teams outside the SE Hub to ensure our Service delivery and approach matches and exceeds our customers expectations.
  • Skills and Experience Required :

  • Minimum 5 years of total experience relevant to this position (proven expertise in driving service or process excellence)
  • Experience with analysis, design, implementation and re-engineering of workflows and business processes within a service oriented organization
  • Proven ability to promptly and predictively perform analysis of business process requirements
  • Experience with a sales / presales environment is a plus
  • A very high customer orientation, with a strong focus on excellent service performance
  • Team- and result- oriented and driven by goal achievement
  • Experience in working in a cross cultural environment, and ability to work well remotely with a diverse project team
  • Comfortable working in a matrix management environment
  • Proactive thinking with Self-starter attitude
  • Strong Analytical Thinking skills
  • Planning & Organizing skills
  • Strong Communication and Influencing skills to deal with internal / external stakeholders
  • Excellent business English both written and verbal
  • Ability to travel as needed
  • Detailed Description and Job Requirements Provides direction and specialist knowledge in applying the technology / application to client business.

    Facilitation of customer product / application understanding through presentations demonstrations and benchmarks; provision of support throughout the sell.

    As a Principal Sales Consultant you will be responsible as the expert for formulating and leading presales technical / functional support activity to prospective clients and customers while ensuring customer satisfaction.

    Acts as a technical resource and mentor for less experienced Sales Consultants. Focuses on large or complex sales opportunities that need creative and complex solutions.

    Develops productivity tools and training for other Sales Consultants. Develops and delivers outstanding Oracle presentations and demonstrations.

    Leads any and all aspects of the technical sales process. Advises internal and external clients on overall architect solutions.

    Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical / business skills in area of specialization.

    3 years vendor (sales and marketing) experience. 7 years business experience with relevant computer applications or database / tools.

    Ability to implement the most advanced product features. Thorough knowledge of system and application design. In depth knowledge of competitors.

    Demonstrated project management skills. Demonstrated excellent verbal and written communication skills : needs analysis, positioning, business justification, closing techniques.

    Ability to persuade others through presentations, demonstrations, and written communication. Ability to travel as needed.

    A / BS degree or equivalent, advanced degree highly desirable.As part of Oracle's employment process candidates will be required to successfully complete a pre-

    employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).

    As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process.

    This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).

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