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Customer Operations Specialist Oracle for Startups (21000B0G)


Customer Support Specialist



Hillsboro, Oregon, United States

"Lead a team that acts as the central resource and driving force for the design, process, manufacturing, test, quality and marketing of product(s) as they move from conception to distribution. Organize interdepartmental activities ensuring completion of the project/product on schedule and within budget.As a member of the product development division, you will analyze and integrate external customer specifications. Suggest and justify product directions and specifications. Specify, design and implement moderate changes to existing software architecture. Build new products and development tools. Build and execute unit tests and unit test plans. Review integration and regression test plans created by QA. Communicate with QA and porting engineering to discuss major changes to functionality.Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Leading contributor individually and as a team member, providing direction and mentoring to others. BS or MS degree or equivalent experience relevant to functional area. 7 years of software engineering or related experience.*This is a remote/office based position which may be performed anywhere in the United States except for within the state of Colorado.**Oracle is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.**Customer Operations Specialist Oracle for Startups**LOCATION: Please note - East Coast or Central Region Preferred*At Oracle Cloud Infrastructure (OCI), we build the future of the cloud for Enterprises as a diverse team of fellow creators and inventors. We act with the speed and attitude of a start-up, with the scale and customer-focus of the leading enterprise software company in the world.Values are OCIs foundation and how we deliver excellence. We strive for equity, inclusion, and respect for all. We are committed to the greater good in our products and our actions. We are constantly learning and taking opportunities to grow our careers and ourselves. We challenge each other to stretch beyond our past to build our future.You are the builder here. You will be part of a team of really smart, motivated, and diverse people and given the autonomy and support to do your best work. It is a dynamic and flexible workplace where youll belong and be encouraged.This is an exceptional opportunity to join one of the worlds largest enterprise software companies and have a direct impact on driving the next generation experience for founders within the startup community.We are looking for someone to play a central role in leading Customer operations. The individual will serve as a liaison between sales teams and cross-functional departments in order to ensure smooth delivery of cloud services. The ideal candidate will be customer-obsessed and be able to communicate strongly with internal teams and customers. The individual will be competent in managing multiple projects at once, and able to analyze and distil complex information into easily digestible content.In your role as a Customer Operations Specialist, you will report into the Director for Customer Experience, based in San Francisco, California.*Your primary objectives and responsibilities will be:*/Program Operations (30%):/* Lead the design and implementation of operational systems and processes to support the efficient functioning of local operations teams and delivery of cross program activities in-region.* Develop new processes and frameworks and provide backbone support to our marketing, technical, communication and business development teams.* Manage local and pan-regional hires tasked with supporting operations in regional growth.* Establish and drive clear communication channels and cadences between local and global teams.* Strengthen relationships with wider team and internal Oracle functions to help support the smooth running of the Oracle for Startups program.* Support team members to resolve and escalate issues./Customer Operations (50%):/* Build best practice for new customer operations function within Operations, Product and Strategy//team, including the creation of frameworks, simplification of complex processes and ownership/optimisation of end-to-end tracking and performance for conversion and retention of customers.* Identify process gaps and implement mechanisms to eliminate escalations* Lead escalations with multiple stakeholders at varying levels across lines of business and geographic territories to find resolutions.* Generating accurate, real-time visibility of consumption and customer performance against team goals.* Support team with order management, cloud provisioning and troubleshooting, being a lead for escalations for customer centric issues.* Experience in investigations and working within internal systems to identify issue root causes and proactively troubleshooting and designing systems to resolve bottlenecks.* Provide thoughtful recommendations based on analysis of data, working with our data insights team to help increase conversions.* Maintain sales functions and fields for CRM (and other customer tools), with the ability to create dynamic dashboards where required./Data and Performance Tracking (20%):/* Establish KPIs and optimize processes to achieve success based on defined metrics.* Identify, develop and implement reporting mechanisms to ensure effective project tracking and monitoring so that milestones, deliverables and budgets are met.* Work with business teams to set, track, and report on strategic performance metrics, and measure the impact of new processes, projects and tools.* Troubleshoot issues and be accountable for seeking resolution on behalf of the customer, and Oracle for Startup program.* Provide insight on program performance to support leadership with decision making.* Design and prepare operational reports, strategic decks and presentations, as required.*Core skills and experiencerequired:** Minimum 5-years operations experience ideally with experience in Customer Operations, Program Management and / or Finance.* Solid understanding of cloud framework order flow and provisioning processes.* Direct management experience ideally an introductory level of management experience having managed a small team.* Excellent communication and interpersonal skills with colleagues, Oracle and other partners.* Ability to work with a range of people at all levels of the organization, and externally.* Ability to handle complex scenarios and exercise sound judgement when liaising with stakeholders.* Demonstrates proactivity and comfort with working in an often-ambiguous environment.* Attention to detail and ability to synthesize information concisely.* Bias towards action, team player, and problem-solver.* Fluency in English language, both oral and written, is required.* Ability to work across UK and US time-zones with cross-functional teams.* Advanced skills in Microsoft Office (Excel, PowerPoint). Experience of using Business Insight (BI) and data modelling tools is desirable.* Proven experience in quantitative data analysis and reporting.* Experience with Oracle eBusiness Suite and NetSuite (or comparable ERP and CRM systems/processes) is desirable.*Who are you?** You will have a*positive*and*creative*attitude to solving problems and have the*ability to think outside the box*and ask questions to help improve the way we operate and report on our finances.* You are able to*manage your time efficiently*and work on*multiple projects simultaneously*.* You are*open minded*and eager to learn and build new skills.* You will be*execution focused*, organized and be able to deliver to tight deadlines.* You are*detail orientated*with an understanding that the little things matter.* You are*flexible*and comfortable to adjust, shape and change as the programme evolves.*Whats important to us:** *Culture Matters:* We will build great teams who embrace a common vision, principles, work ethic, and commitment to results. We will value different perspectives, learn from each other, and do hard things. Great people do great things.* *Resist Passivity:* We will always have a bias for action when innovating, communicating, and executing. Prioritize actions and results.* *Always Be Scrappy:* Just like the startups we serve, we need to take risks with minimal resources. This will keep us efficient, nimble and more likely position us for success. Operate like a startup inside of Oracle.* *Cloud Adoption Centric:* When we evaluate our activities, initiatives and plans, we will always prioritize Oracle Cloud adoption and usage for our community of customers and partners. Do what we do and do it well.* *Metrics Driven:* When possible (and it almost always is), we will measure our outcomes and seek to understand the levers to success. Test assumptions and measure the right things. Follow the data.* *Planetary Scale:* The world generates hundreds of thousands of new businesses every year. We need to keep an eye on scaling our customer base on a planetary scale through capturing firms in highly automated and efficient fashion. Go big.This is an opportunity to join a team in an exciting area of a well-established software giant and have a significant impact from day one!**Job:** **Product Development***Organization:** **Oracle***Title:** *Customer Operations Specialist Oracle for Startups***Location:** *United States***Requisition ID:** *21000B0G*"