Job Responsibilities:Manages renewals process for a defined territory of small to mid-sized customers;
Ensure timely support renewals for small to medium-sized customers in assigned territory;
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;
Technical Skills:Understands the business use of Oracle products, services and future directions
Demonstrated proficiency with e-mail, computers, Word, Excel and Internet
Knowledge of Oracle applications a plus
Good English proficiency, other European Languages is a plus.
Professional Skills:Excellent communication and customer service skills
Takes initiative; and uses all available resources
Excellent research and problem solving skills
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
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