Oracle Customer Service Analyst 3-Support in Tokyo, Japan
Customer Service Analyst 3-Support
Cloud Customer SuccessManager
Essential Qualities include:
Japan based role
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
- 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 Type: Regular Employee Hire