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.
The Premium Support Director successfully manages relationships which affect employees within the organization and the customer base. You will routinely make decisions which can significantly impact Oracle*s business relationships, revenue opportunities, and the division”s overall goal attainment. An employee in this position establishes and communicates organizational objectives and implements plans to assure attainment. Of the more day-to-day activities, you will ensure proper utilization of resources and provide justification for additional resource requests. Most importantly, a successful Director is expected to be totally committed to the delivery of outstanding support and service to customers.
Assists in the development of short, medium, and long term plans to achieve strategic objectives. Regularly interacts across functional areas with senior management or executives to ensure unit objectives are met. A graduate degree in a related technical or professional area is preferred. Five or more years of technical or professional experience is preferred with six years of management experience (preferably in a support environment). In addition, proven track record of excellent problem solving and analytical skills, and excellent communication skills, while projecting a positive, professional image.
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