Support Program Manager - Consumer Industries

Support Program Manager

The Support Program Manager is responsible for delivering post-sales support and solutions to our customers. This involves resolving post-sales non-technical customer inquiries via phone and electronic means. While the role does not require the ability to resolve technical inquiries, as an advocate for our customers, you are responsible for facilitating customer relationships with Oracle Support and our customers. As a Support Program Manager you will be providing advice and assistance on escalated issues, as well as partnering with our support organization to create action improvement plans to improve overall customer satisfaction. In this role, you will be a Support Program Manager for strategic, top-revenue customer accounts, and will attend one-on-one meetings with representatives of the strategic accounts. You will be responsible for managing internal projects, repeat incident management and problem management, creating initiatives, presenting across lines of businesses, identifying and driving productivity improvement opportunities and employee mentoring.

Responsibilities

Help Onboard New Customers : Advise Customers via introduction calls and welcome materials, including onboarding information and effective and efficient ways to use Oracle Support Services and products, tools, systems, interfaces, and procedures. Educate customers on the value of the overall solution and encourage optimal utilization of their Food & Beverage Solutions.

Put the Customer First as their Trusted Advisor : Work with multiple complex customers to develop long term partnerships. Act as a primary point of contact for the customer throughout the various stages of the customer lifecycle. Acts as Oracle navigator to gain access to necessary Oracle Resources. Includes Cloud Operations Guidance and Technical Support. Recognize chronic or reoccurring trends in service interruptions and elevate them to Senior Management.

Collaborate Cross Functionally and Enhance How Customer Success is Defined : Create and contribute to an environment that is geared to innovation, high productivity, high quality and customer service. Responsible for sharing information across teams via defined methods. Gather Customer feedback to help initiate internal change where needed.

Ideal Candidate

An ideal candidate also :

• Works Well Under Pressure : Escalated issues often require executive level updates which must be concise and relative all while effectively driving Internal Oracle teams toward Resolution
• Has Industry Knowledge : Food & Beverage or Hospitality experience preferred but not required
• Is a Strong Communicator : Both written and verbal, with solid online presentation and meeting management skills
• Has Aptitude : The ability & interest to learn technical software and customer business models
• Has Flexibility : Customer Success is an evolving target and the ability to flex process and planning to meet customer goals is highly desired
• Thrives on Knowledge : Oracle Consumer Industries provide a multitude of innovations for our customers, a Support Program Manager does not need to know every technical detail but should thrive on understanding how those solutions transform the customers' business
• Is Self-Motivated : Inspired to perform well without ongoing oversight
• Has the Ability to Make an Impact : Is capable of transforming customer emotion into qualitative and quantitative feedback in order to drive change and resolution within Oracle

Disclaimer : Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates. Range and benefit information provided in this posting are specific to the stated locations only US : Hiring Range in USD from $27.07 to $54.13 per hour; from : $56,300 to $112,600 per annum. May be eligible for equity. Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. Oracle US offers a comprehensive benefits package which includes the following : Medical, dental, and vision insurance, including expert medical opinion; Short term disability and long term disability; Life insurance and AD&D Supplemental life insurance (Employee / Spouse / Child); Health care and dependent care Flexible Spending Accounts; Pre-tax commuter and parking benefits; 401(k) Savings and Investment Plan with company match; Paid time off : Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation. 11 paid holidays; Paid sick leave : 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours; Paid parental leave; Adoption assistance; Employee Stock Purchase Plan; Financial planning and group legal; Voluntary benefits including auto, homeowner and pet insurance The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted. Career Level - IC3

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