The Global Oracle Linux Customer Success team is responsible for renewing contracts for specific Oracle products/support for small, midsized to large enterprise customers for regions all over the world. Apart from contract renewal team is also responsible for retaining and growing the contract base by upselling and renewing multi-year contracts.

The Customer Success Representative will be primarily responsible for ensuring the target support renewal rate for existing small/medium-sized customers in their assigned territory. Will assure that all renewals are completed prior to expiration, passing leads up to Partner Sales Channel for additional service opportunities, and closing the loop for all customer interactions by providing education on the Support portfolio and infrastructure.

Job Description

Manages customer success process for a defined territory

Should retain customers and grow contracts by Upselling & doing multi-year renewals (more than 1 year)

Ensure timely support renewals for small to medium-sized customers in assigned territory

Organize Customer Onboarding and Customer Success Programs 

Provides management with performance feedback

First-line management contact for customer escalations

Serves as a resource to other organizations for process and policy questions

Troubleshoots problems and escalates as necessary

Assists in key indicator reporting and trend analysis

Educates customers on e-business practices and any associated contractual implications

Ensures customer awareness and understanding of the applicable elements of the Support portfolio

Responsible for meeting productivity requirements on outbound calls for renewals

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

Excellent communication and negotiation skills with a right customer service attitude.

Takes initiative; and uses all available resources

Should be open for 24x7 environment

Strong analytical skills and should have good knowledge of excel

Excellent research and problem-solving skills with an analytical bent of mind

Effectively manages time and priorities to meet service levels

Self-motivated; focused and driven to achieve goals 

Exercises judgment, initiative and discretion when providing solutions to customers

Able to apply knowledge and make decisions with minimal direction from management

Projects a positive, professional image

Demonstrated ability to meet deadlines

Demonstrated ability to suggest and implement continual improvements

Demonstrated ability to work in collaboration with others to achieve goals

Career Level - IC3