Client Success/Renewals Specialist

4 weeks ago

Noida, Uttar Pradesh, India Oracle Full time

This Global 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 the 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.
  • Troubleshot 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

Desired Profile:

  • Excellent communication in the Spanish Language (mandatory).
  • Good negotiation skills with the right customer service attitude.
  • Takes initiative and uses all available resources.
  • Should be open for a 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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