上海招聘

email contact: qi.mel@oracle.com

Organization Name Customer Support Service Platinum Program

Department Description

The Customer Support Platinum Program is responsible to drive the adoption of Platinum Support for all eligible Engineered Systems sales and installed base. The primary focus of the Platinum Support Analyst will be to work with Engineered Systems Sales and Support Account Teams across APAC to drive Platinum Point of Sales attach plus support Installed Base attach.
Oracle Platinum Services provides enhanced support for high availability and performance to Oracle Premier Support customers running certified configurations of Oracle Exadata Database Machine, Oracle Exalogic Elastic Cloud, or Oracle SuperCluster— at no additional cost. In addition to receiving the complete support essentials with Oracle Premier Support, qualifying Oracle Platinum Services customers also receive Oracle remote fault monitoring, accelerated response times and patch deployment services. Oracle Platinum Services goes well beyond the typical IT support model to help customers unlock the value of their technology investments.

Brief Posting 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

Job duties are varied and complex, needing independent judgment. May have project lead role. Because of the nature of this position, a proven track record of demonstrated working skills including, but not limited to, excellent verbal and written communication skills, project management skills, ability to multitask and work under pressure, and (most importantly) an unabbreviated commitment to ensuring customer success. Bachelor*s Degree in either communications or information systems, previous account management and customer-focused experience, training experience in a software environment, prior working knowledge of or the desire to quickly learn about Oracle*s products, and six years related experience.

Additional Details

Requirements:
- 3+ Years experience
- strong sales communications and technical skills
- proven enterprise IT services sales or account management experience
- knowledge of Oracle Databases, Middleware and Hardware basics
- understanding of IT management lifecycle including patch, change and
release management
- good industry knowledge
- consulting background very desirable
- Fluent in English AND Korean plus Mandarin

Responsibility:
- promoting the Platinum Services to customers as early as possible in the
sales cycle to ensure simultaneous setup at point of Engineered System
installation
- partnering effectively with (internally and externally) others to ensure
solution development and design
- building customer loyalty through being a trusted advisor
- working with customer Information Technology (IT), Account Intelligence,
ACS management and the account sales team to develop an
Accurate understanding of business needs and related issues

Oracle (NYSE: ORCL) was established in 1977 and is headquartered in Redwood Shores, California, USA. Oracle, a global provider of enterprise cloud computing, is empowering businesses of all sizes on their journey of digital transformation. The Oracle Cloud offers a complete suite of integrated applications for Sales, Service, Marketing, Human Resources, Finance, Supply Chain and Manufacturing, plus Highly-Automated and Secure Generation 2 Infrastructure featuring the Oracle Autonomous Database.
Oracle entered China in the 1980s with its first office in Beijing. Today, Oracle has a presence in almost every province, autonomous region and municipality with 22 branch offices, five research and development centers, an extensive Oracle Partner Network as well as various community projects. In China, Oracle has more than 25,000 customers, 1,500 partners, and over 5,000 employees. For more information about Oracle (NYSE: ORCL), please visit us at www.oracle.com or www.oracle.com/cn
甲骨文公司(NYSE：ORCL)创立于1977年，总部位于美国加利福尼亚州红木城。甲骨文是一家全球性的企业云服务提供商，致力于赋能各种规模的企业的数字化转型之旅。Oracle云在销售、服务、市场营销、人力资源、财务、供应链和制造领域提供全面的集成应用，及基于Oracle自治数据库打造的具有高度自治能力和安全性的第二代基础设施。
二十世纪八十年代，甲骨文进入中国市场，在北京设立了首家中国办事处。而今，甲骨文的业务已几近覆盖中国所有的省、自治区与直辖市——我们在中国建立了22个分支机构、5个研发中心、规模庞大且弥足珍贵的合作伙伴网络，开展了多种多样的社区计划。在中国，甲骨文拥有超过2.5万家客户、1500家合作伙伴和超过5000名员工。如需了解更多关于甲骨文公司的信息，请访问：www.oracle.com或www.oracle.com/cn