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Client Success Specialist III

Oracle -
Noida, Uttar Pradesh

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Job details

Full-time
4 hours ago

Qualifications

Microsoft Excel
Oracle
Customer service
Upselling
Research
Analysis skills
Linux
Communication skills
Negotiation

Full job description

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

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