Oracle Customer Service Analyst 3-Support in Tokyo, Japan
Customer Service Analyst 3-Support
Key Responsibilities (Limit to 6-8 key responsibilities)
Work with clients to develop project specific documentation
Manage and assist the implementation of the product to all project participants
Facilitate meetings with project owner and key consultants to help drive use of the Aconex system on the project
Drive proper use of system through various available training method, including but not limited to Computer Based Training (CBT), user workshops, online training, etc
Identify training needs and tailor training solutions/ follow up sessions
Acquire comprehensive knowledge of the Aconex system in order to troubleshoot and train effectively
Provide new feature training as software upgrades are released
Actively share system knowledge to all staff within region
Client Relationship Management/ Client Services
Maintain active relationships with key clients
Respond to customer enquiries, software related queries and provide technical support and case management of issues
Follow and execute professional services procedures
Pro-actively provide input into customer service strategy, procedures and direction.
Work closely with Sales team to promote Professional Services
Conduct project health checks and provide consulting advice to project participants when required
Acquire understanding of industry processes in order to provide best practice advice to clients
- Pre-sales demo
Maintain all training and customer interaction records
Use administrative and relationship management tools to record, manage daily activities and report on a weekly and monthly basis.
Gather feedback from customers about the Aconex system in order to provide input into product development
Detailed Description and Job Requirements
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.
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 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.
Job Type: Regular Employee Hire