Services Renewal Representative Iii

4 days ago

New Delhi, 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.

5-8 years experience in sales or related area. Job duties are varied and complex, needing independent judgment. May have project lead role.

**Job Description**:
Drive the renewal of Oracle's Premier Support contracts to existing customers. Responsible for timely renewals 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. Manage exceptions for customers with issues that may delay or inhibit renewals. Identify and transfer leads to sales representatives for opportunities. Accurately forecast business targets and opportunities in territory. 7-10 years’ experience in sales or related areas. Job duties are varied and complex, needing independent judgement.

Primary Focus

This Support Renewals team is responsible for renewing support contracts for On-premise products (Software and Systems), in midsized to large enterprise customers for allocated region. Apart from contract renewal, team is also responsible for helping customers with issues by collaborating with other teams within Oracle.

The Support Account Manager will be primarily responsible for ensuring the target support renewal rate for existing customers in their assigned territory. Will ensure 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
Ensure timely support renewals 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
Educates customers on e-business practices and any associated contractual implications
Ensures customer awareness and understanding of the applicable elements of the Support portfolio
Manages exceptions for customers with issues that may delay or inhibit renewals

Desired Profile:
Excellent communication (English) and negotiation skills with the right customer service attitude.
Takes initiative, and uses all available resources
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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