NZ-NZ,New Zealand-Wellington
28d ago

Preferred Qualifications

The Oracle Construction and Engineering Global Business Unit Professional Services organisation aims to grow revenue and increase value contribution to our customers by :

  • Providing best of industry service to maximize customer satisfaction and enable business requirements
  • Leading innovation, expertise and specialization through a high performance organization
  • Driving the most agile and efficient solution while expanding existing customers base
  • Supporting new SaaS revenues and renewals of clients through delivery of services and support
  • 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.

  • In a team environment, and under the supervision of senior staff, you will likely provide some structured training; facilitate introductory workshops;
  • 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 :

  • Provide software support for new and existing clients
  • Facilitate workshops with customers, both in groups and on a one-to-one basis
  • Acquire comprehensive knowledge of the Aconex system in order to troubleshoot and guide users effectively
  • Provide new feature presentation / demonstration as software upgrades are released
  • Project implementation support :

  • Work with implementation team to support project implementation and roll-out
  • Manage and assist key project participants with the roll-out and adoption of the product
  • Identify client and project needs, and work with internal team members to tailor solutions
  • Client relationship management / customer service :

  • Maintain active relationships with key clients
  • Respond to customer enquiries, system related queries and provide technical support and case management of issues
  • Utilise knowledge of the Aconex system in order to troubleshoot and support effectively
  • Work closely with the Client Services, Sales and Account Management teams nationally to support change and adoption within key client accounts
  • Follow and execute customer service procedures
  • Identify clients’ learning requirements and provide advice to an appropriate learning path
  • Acquire understanding of industry processes in order to provide best practice advice to clients
  • Product promotion :

  • Demonstrate to clients additional products / functionality that will help them
  • Proactively identify opportunities and referrals for the Sales team
  • Gather feedback from customers about the Aconex system in order to provide input into product development
  • Reporting :

  • Maintain all customer interaction records
  • Use administrative and relationship management tools to record, manage daily activities and report on a weekly and monthly basis
  • Required Skills and Experience

    Essential :

  • Good organisational and time management skills
  • Strong computer skills, including experience with a variety of software packages including Microsoft Office
  • Ability to work autonomously
  • Excellent written and verbal communication skills
  • Excellent presentation skills, ability to influence a group
  • Current driver’s licence and car
  • Desirable :

  • Customer service or system support experience
  • Proven workshop facilitation utilising both online and face-face methods
  • Knowledge of Aconex’s products and services and their application to industry processes
  • Experience in troubleshooting / problem solving
  • Understanding of the nature of projects and construction / engineering / resources industry processes
  • 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.


    NZ-NZ,New Zealand-Auckland

    Other Locations

    NZ-NZ,New Zealand-Wellington


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