The Oracle Construction and Engineering Global Business Unit Professional Services organisation aims to grow revenue and increase value contribution to our customers by :
The high profile delivery team is instrumental to CEGBU’s future and with the recent acquisition of Aconex, there is a major focus on ensuring that the client services team within Aconex are resourced appropriately for customer success and SaaS revenue renewals in Australia.
This role is instrumental in delivering the post-sales support while serving as an advocate for customer needs
You will have some experience either at Aconex or in the industries we serve, and will be able to competently provide support within a defined framework.
and assist clients in getting the Aconex basics right. You may be brought on in a region where another staff member has been seconded (often temporarily) to a client, or occasionally, when a key account (eg, one of our Big Focus clients) is requiring regular support, you may work directly with them, assisting with day-
to-day document control and admin tasks.
Product knowledge :
Project implementation support :
Client relationship management / customer service :
Product promotion :
Required Skills and 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.