Oracle Customer Service Analyst 3-Support in Tokyo, Japan

Customer Service Analyst 3-Support

Preferred Qualifications

Cloud Customer SuccessManager

Oracle HospitalityCloud

Essential Qualities include:

  • Japan based role

  • Excellent

communication skills, written and oral, Japanese and English

  • A confident

communicator with experience in managing internal and external relationships at

a senior level

  • A strong self-starter,

able to operate as a remote worker and part of a Global Cloud Customer Success


Additional qualities include:

  • A solid understanding

of Corporate Cloud Computing, preferably related to the Hospitality industry

but not essential

  • Knowledge of the

Hospitality industry including Property Management and Point of Sale systems

would be beneficial

The Cloud Customer Success Manager serves as the single point of contactfor Oracle Hospitality and Retail Cloud customers.

Cloud Customer Success Managers duties include:

  • Develop and maintain operational

relationships with Enterprise Cloud customers.

  • Through daily activities, strive for

a high degree of customer satisfaction resulting in a positive references for

the services that the Customer is consuming from Oracle.

  • Represent their customers as a single

point of contact within Oracle Cloud Operations and partner with Customer

System Administrators and Leadership along with Oracle Leadership to bind them

together in a working team.

  • Monitor and proactively manage all

delivery and service obligations to insure the proper quality of service is

consistently provided to our customers.

  • Review, coordinate and oversee

successful completion (by Engineering staff) of all Service Requests.

  • Handle day-to-day Customer

relationship and when necessary for crises or escalations, connect the

appropriate parties to reach resolution.

  • Educate the customer on the most

effective and efficient way to use Oracle processes, products, tools, systems,

interfaces and procedures.

  • Drive internal processes to ensure

the highest quality of service, and work with teams to improve as needed.

Maintain accurate account information.

  • Perform with a high level of

autonomy, reporting to management regularly on customer status and striving to

keep escalations at a minimum while keeping leadership appraised of any

possible flare points.

  • Contribute to the Onboarding,

training and mentoring of new Cloud Customer Success Managers.

  • Excels individually while

contributing to the team dynamic by providing direction and mentorship of

others in addition to sharing any relevant product information or issues with

the team.

  • Based upon interaction with customer

teams, make recommendations to relevant Account Managers for possible up-sell

activities to include services, add-ons, etc.

  • Track, update and close all Service

Request tickets for assigned customers.

  • Develop, manage, and present period

service improvement plans internally and with customers.

  • Monitor incident management queue for

service interruptions impacting assigned customers.

  • Proactively communicate to assigned

customers throughout service interruption events. Partner with Operation Center

to run and facilitate any service incident impacting assigned customers.

  • Recognise chronic or reoccurring

trends in service interruptions and elevate them to Senior Management.

  • Creation of weekly/monthly system and

infrastructure performance reports.

Create and contribute to an environment that is

geared to innovation, high productivity, high quality and customer service.

Performs non-technical project completion using an

internal customer perspective, typically from initiation through delivery.

Develops project plans and coordinates cross-functional teams through meetings

and progress measurement activity which bring distinct, specific projects to

completion both on time and within budget.

Duties and tasks are varied and complex; independent judgment needed. Fully

competent in own area of expertise. May have project lead role and or supervise

lower level personnel. BS degree or equivalent experience relevant to

functional area. Prefer 5 years of project management or related experience.

Detailed Description and Job Requirements

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

In this role, you will be considered the lead customer liaison for 4 -10 strategic, top-revenue Support accounts, and will attend one-on-one meetings with representatives of the strategic accounts. You will be responsible for managing internal projects, such as creating internal training curricula and schedules, presenting across lines of businesses, identifying and driving productivity improvement opportunities, coordinating, preparing and qualifying Premier Analysts for Customer Visits and employee mentoring.

Job duties are varied and complex, needing independent judgment. May have project lead role. Because of the nature of this position, a proven track record of demonstrated working skills including, but not limited to, excellent verbal and written communication skills, project management skills, ability to multitask and work under pressure, and (most importantly) an unabbreviated commitment to ensuring customer success. Bachelor

  • s Degree in either communications or information systems, previous account management and customer-focused experience, training experience in a software environment, prior working knowledge of or the desire to quickly learn about Oracle

  • s products, and six years related experience.

Job: Support

Location: JP-JP,Japan-Tokyo

Job Type: Regular Employee Hire

Organization: Oracle