Oracle Principal Consultant - Customer Success IaaS / PaaS in Taguig City, Philippines
Principal Consultant - Customer Success IaaS / PaaS
The Consultant will be responsible for supporting customer adoption through successful customer on-boarding and usage of their IaaS/PaaS service credits via the adoption portal supported by a network of partners providing implementation services, on-site support and workshops. The Consultant will be the main point of contact via the phone and/or on-line chat to ensure that our volume customers successfully progress through the on-line guided adoption process resulting in renewal and expansion of their services. The consultant will collaborate with sales, support and partners to improve the customer’s use of Technology Cloud. This will include problem solving, milestone development and review of implementation plans. Ultimately the success of the role is driving and securing a high level of customer satisfaction and ensuring that consumption of Oracle’s Public Cloud continues in its upward trajectory.
Supports APAC countries.
Is accountable for a successful adoption cycle and product expansion for those customers who are using the portal - to be achieved within the customers 12 month contract
The consultant to support the customer, as required, through on-boarding, use case identification, business case review and expansion of services.
Create a relationship with the customer so that they have the best possible customer experience
Ensure that the portal knowledge base is kept updated with best practice, tips and use cases – interface with the knowledge management team
Provide regular reports on the status of customers going through the adoption cycle through the portal
Provide support to the customer developing their success plan, review and provide feedback to encourage and accelerate adoption
Serve as the customer’s voice and provide feedback to product management and development organizations
Leverage the partner network to educate the customer to on new features/services
Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
Encourage the customer to become an advocate
Experience & Qualifications
8-10 year’s experience in Java/J2EE preferably with > 2 year cloud experience
Proven track record of proactive problem solving
An awareness of Cloud architecture, cloud services and cloud implementation methodology.
Expertise in social media tools and other modern communication methods
Enthusiasm, energy and ability to engage a customer over the phone
Ability to work in an international team
Experience in a customer-facing, role such as consultant, solutions engineer in the Cloud ecosystem
Excellent communication skills, external customer communication, but also internal communication, issue identification and tracking.
Flexibility, this is a high growth area that requires agility
Detailed Description and Job Requirements
An experienced consulting professional who has an understanding of solutions, industry best practices, multiple business processes or technology designs within a product/technology family. Operates independently to provide quality work products to an engagement. Performs varied and complex duties and tasks that need independent judgment, in order to implement Oracle products and technology to meet customer needs. Applies Oracle methodology, company procedures, and leading practices.
Operates independently to provide quality work products to an engagement. Performs varied and complex duties and tasks that need independent judgment, in order to implement Oracle products and technology to meet customer needs. Applies Oracle methodology, company procedures, and leading practices. Demonstrates expertise to deliver functional and technical solutions on moderately complex customer engagements. May act as the team lead on projects. Effectively consults with management of customer organizations. Participates in business development activities. Develops and configures detailed solutions for moderately complex projects.
5-7 years of experience relevant to this position including 2 years consulting experience preferred. Undergraduate degree or equivalent experience. Product or technical expertise relevant to practice focus. Ability to communicate effectively. Ability to build rapport with team members and clients. Ability to travel as needed.
Location: PH-PH,Philippines-Taguig City
Job Type: Regular Employee Hire