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Customer Service Analyst At Oracle

Date Posted: 04/Nov/2013
Deadline: Not Specified


Customer Service Analyst 4-Support

Department Description

Regional Support Partner Management is responsible for managing the relationship between Oracle and Partners in the Middle East and Africa region. Partners are from several categories including Support renewal partners and Systems Field Delivery Partners. These partners are the primary focus of the function. Management comprises of  partner onboarding and performance management in terms of on-time renewal of support contracts, validity of partner contracts, joint business development and enablement to work effectively with Support processes. Extending the business is a key objective.


Brief Description

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.


Detailed Description

In this role, you will be considered the lead customer liaison for 4 -10 strategic, top-revenue Support accounts, and will attend one-on-one meetings with representatives of the strategic accounts. You will be responsible for managing internal projects, such as creating internal training curricula and schedules, presenting across lines of businesses, identifying and driving productivity improvement opportunities, coordinating, preparing and qualifying Premier Analysts for Customer Visits and employee mentoring.


Job Requirements


Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization.


Additional Details


This opening is for a senior position as Individual Contributor (IC4). The following characteristics are key prerequisites to be successful in this role:

Independent worker, self propelled, business minded, able to understand and work with complex financial and contractual processes and business performance measurements. Candidate must excel in business conversations, building and maintaining relationships and positioning the value of the Oracle portfolio of products and services. Fluent English and French language capability is a mandatory requirement.

Previous background working for a partner organisation ( for instance Value Added Distributor or System Integrator) is a pre.

This is also a role for a team player because collaboration with many other Lines of Business is critical.

The geography the candidate will be assigned to includes surrounding countries (ECOWAS) both English and French spoken. Candidate must be willing to travel frequently.


Amount of Travel


Method of Application

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