Title of Position/Requisitions\: Customer Success Support Representative
The Customer Success team is designed to be the primary team following up on high run rate Java SE Subscription renewal transactions. This role involves writing formal email correspondence and following up with Java Sales customers for the express purpose of renewing Java SE Subscription contracts. This role is a sales support role to the Customer Success team and involves very high volumes of correspondence, and follow up. They are responsible for understanding and orchestrating Oracle's Java SE Subscription Renewal workflow, follow up and deal processes, as well as being the direct link between our volume Java SE Subscription customers and the Customer Success team. This team is an extremely valuable asset to the Customer Success organization to ensure a clear and concise communication notifying renewal prospects of renewal dates, pricing, contracts and bookings. These new, specific, Customer Success positions would report directly into Java Sales and perform the role of Customer Success as noted below.
Approximate Work Timings\: standard work hours for EMEA, APAC
Responsibilities\:
- Follow up by email and phone on Java SE Subscription renewal contracts.
- For Direct Deals\: Create Opportunity IDs, create budgetary quotes and book renewal deals.
- Update forecasts and communicate status as needed to Java Sales management.
- Work with Java Sales Channel Support team for entering and booking indirect deals.
Work with a higher volume of smaller, less complex 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.
Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. 3 to 5 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.!|!
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