Customer Experience(Customer Relationship Management)

1 month ago

Chennai, India Cloud Souce Inc Full time

Job title: Customer Experience(Customer Relationship Management)

Location: Chennai, India
KEY ACCOUNTABILITIES / RESPONSIBILITIES:

  • Provides subject matter expertise and thought leadership on Oracle’s best practices for using and implementing Customer Experience business processes. Leads workshops in gathering business requirements, influence adoption of standard Oracle processes, identifies and handles gaps while minimizing the development effort.
  • Will be part of the Business Applications management team and lead his team, responsible for the Oracle resource plan management for existing and planned projects.
  • Coaches, mentors and train other Oracle Customer Experience functional consultants and support their growth and learning.
  • Provides technical leadership in prioritizing, scoping, estimating, planning and delivery of Oracle Customer Experience business processes solutions (new Fusion features, rollouts and enhancement projects).
  • Accountable for timely delivery, meeting agreed standards, multi-tasking different activities, closely collaborating and mentoring his internal team and external consultants. Effectively communicate the status of tasks, raising risks and dependencies appropriately.
  • Will be part of the Business Applications Integration team to represent his domain in order to analyse new projects / solutions / configuration changes to make sure the best solution is implemented and avoid any system / configuration conflict with existing running processes.
  • Conducts weekly / bi-weekly meetings with Process Owner, Business Support team to present the overall progress, eg. Project status cards of on-going projects under his domain, incident status, Request for Change, discuss and work on future roadmap, etc…
  • Performs feasibility studies and process design reviews and demonstrates profound knowledge of the assigned Oracle modules / solutions.
  • Supports the existing productive implementation of Oracle Customer Experience and resolves incidents based on pre-defined processes, identifies and ensures any change request follows the Request for Change processes and not through incidents.
  • Ensures documentation of all aspects of the Oracle Customer Experience implementation (e.g. business blueprint design, application configuration, functional specifications, test plans, business process procedures, user manual, etc.).
  • Works directly with the business users in order to continuously enhance and improve the existing business cycles.
  • Ensures consistent, timely and effective communications with internal and external stakeholders. Keep track of customer satisfaction. Provides input and assistance to other IT projects related to Algihaz Business Applications if required. Works collaboratively with cross-functional and technical teams with minimal supervision.
  • Raises and follow-up Customer Experience related service requests with Oracle.

POSITION REQUIREMENTS - SKILLS 

  • Excellent interpersonal skills in areas such as teamwork, facilitation and negotiation
  • Strong written, verbal communication and presentation skills in English; ability to present and discuss strategies and technical information in a manner that establishes rapport, persuades others, and establishes understanding for technical and non- technical audiences.
  • Strong leadership skills with the ability to lead customer engagements at an executive level.
  • Work with minimal supervision
  • Project management
  • Ability to estimate the financial impact of various solution architecture alternatives.
  • Good analytical skills, critical thinking and attention to details

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