Services Renewal Representative Iii

5 hours ago

Noida, India Oracle Full time

Drive the renewal of Oracle's contracts to existing customers.

Responsible for timely renewals for medium-sized customers in assigned territory. Educate customers on business practices and any associated contractual implications. Ensure customer awareness and understanding of applicable elements of Oracle's portfolio. Meet productivity expectations on outbound calls for renewals. Manage exceptions for customers with issues that may delay or inhibit renewals. Identify and transfer leads to sales representatives for top-tier opportunities. Accurately forecast business targets and opportunities in territory.

Primary Focus - Team

This Global Renewals 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.

The Customer Retention & 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 renewals process for a defined territory

Should retain customers and grow contracts by Upselling

Ensure timely support renewals for small to medium-sized customers in 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

Troubleshoots 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 English language and negotiation skills with the right customer service attitude.

Takes initiative, and uses all available resources

Should be open in 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

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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