Senior Customer Success Specialist

Java SE is the most common platform for enterprise systems and ISV applications today. Oracle Java SE Subscription and Oracle Java SE Desktop Subscription are Oracle's solutions for enterprise developers and ISVs running mission-critical applications and infrastructure on the Java SE platform. Java Platform, Standard Edition (Java SE) lets enterprises develop and deploy Java applications on desktops and servers. Java offers the rich user interface, performance, versatility, portability, and security that today's applications require.

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What will you do:

The Customer Success team is designed to be the primary team following up on high-run-rate Java SE Subscription renewal transactions. This role involves writing formal email correspondence and following up with Java Sales customers for the express purpose of renewing Java SE Subscription contracts. This role is a sales support role to the Customer Success team and involves very high volumes of correspondence and follow-up. They are responsible for understanding and orchestrating Oracle's Java SE Subscription Renewal workflow, follow-up, and deal processes, as well as being the direct link between our volume Java SE Subscription customers and the Customer Success team. This team is an extremely valuable asset to the Customer Success organization to ensure clear and concise communication, notifying renewal prospects of renewal dates, pricing, contracts, and bookings. These new, specific, Customer Success positions would report directly to Java Sales.

What will you do:

With relevant knowledge of customer relationship management, the Customer Success Representative supports commercial management activities to ensure the timely renewal of Oracle Maintenance contracts with existing customers for the Asia-Pacific region. The Renewal Representative should be able to educate and deftly guide customers throughout the process, thereby delivering an excellent customer experience while effectively executing renewal plans.

The candidate is expected to have strong technical skills with essential skills such as negotiation, influence, strategic planning, and organizational awareness to execute and deliver the desired goals . Working in partnership with multiple LOBs, the candidate is expected to provide professional support and help in optimizing renewal revenue.

• Follow up by email and phone on Java SE Subscription renewal contracts in the German market.
• For Direct Deals: Create Opportunity IDs, create budgetary quotes, and book renewal deals.
• Update forecasts and communicate status as needed to Java Sales management.
• Work with the Java Sales Channel Support team for entering and booking indirect deals.
• Achieve quarterly assigned sales quotas.
• The Customer Success Representative is responsible for actively engaging clients in the pursuit of continued renewal of Java SE Subscriptions.
• Build relationships and negotiate with existing customers, being the "go-to" account manager for customers and partners.
• Ensure the accuracy and timely submission of Licenses/maintenance renewal quotes within the assigned territory.
• Take an account management approach to identify co-termination and reinstatement opportunities.
• Demonstrates the ability to personally plan for the achievement of performance goals and exceed quota for the assigned territory.
• Maintain accurate forecasts and activities for assigned regions in the CRM.
• Leverage cross-functional resources to achieve results/meet customer needs.
• Handle escalations, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.