Who is Customer Success Services?
First of all, the People. Customer Success Services has more than 4000 senior technical experts globally, most of them engineers. Each of them comes with a wealth of experience in Oracle technology. Most are in long-term engagements with their customers and thus gain a unique understanding of their platforms, requirements, and business needs.
Being part of Customer Success Services organization, you get an opportunity in the lifecycle management of the solution. As customers' operations mature, your expertise enables them to enhance product adoption and user experience. Our focus on continual service improvement models is a key differentiator. We leverage your expertise and creativity to innovate business and IT processes, improve product adoption and other aspects of lifecycle management. You may be engaged in assisting customers in their day to day queries, create extensions, enrichment to the implemented product, helping them on their journey to cloud, release management activities for quarterly releases and be a part of the customer business teams to enable them achieve their key business process KPI(s).
Essential Duties
This position is for an experienced professional with a hands-on functional background in the Oracle Customer Experience Cloud (SaaS) suite of products.
Ideal candidate understands not only the concepts of Customer Experience but also how they apply to the day-to-day processes of a Production business environment.
Responsible for supporting critical business operations.
Works independently to provide quality services to multiple customer engagements.
Performs varied and complex duties and tasks that need independent judgment to support Oracle products and technology to meet customer needs.
Applies Oracle methodology, company procedures, and leading practices.
Perform root cause analyses and recommend meaningful updates to the following functional and operational items: dimensionality and hierarchies, business rules code, metadata properties, data forms and reports, data management processes and others as needed.
Provide input to help guide the development of customer solutions (pre-implementation), as well as address customer questions and concerns regarding the functionality of their environments (post-implementation, ongoing maintenance).
Collaborate with offshore team members and business customers globally.
Customer Management.
Ability to understand customer urgency and sensitivity of the problem.
Strong verbal and written communication skills.
Qualifications
The ideal candidate will typically be expected to demonstrate the following qualities:
Good techno-functional skills in Oracle Fusion Applications in CX area.
Should be aware of Sales and Service Business flows.
Should have thorough knowledge of Groovy Scripting.
Experience creating dashboards and reports to monitor CX modules
Lifecycle Management and/or implementation experience in Oracle CX products like CX Sales, B2B Service, Oracle Subscription Management and Oracle CDM.
Experience migrating Oracle Fusion CX Cloud Applications from Classic UI to Redwood UI.
Ability to configure page layouts, business rules, field visibility, conditional logic, and user experience changes in Redwood UI.
Experience designing and configuring Oracle Cloud Subscription Management solutions, including product catalog setup, pricing models, billing schedules, renewals, amendments, and subscription lifecycle workflows.
Experience configuring and supporting Oracle CDM capabilities such as duplicate identification, duplicate prevention, duplicate resolution, survivorship rules, merge rules, and customer profile quality scoring.
Strong troubleshooting and problem-solving skills in complex environments like in Marketing Automations.
Ability to develop solutions in B2B Service and CX Sales applications as per the customer requirement.
Should be a quick learner of other Oracle CX Cloud components.
Should have a strong customer facing skills.
Ability to multitask, maintain composure in high-stress/high-visibility situations and change priority as needed to accommodate a very dynamic business.
Excellent team player, willing to learn new technologies & problem-solving skills.
Strong organization skills, detail oriented & communication skills.
Willingness to work in customer time zones.
The day in the job would include the following activities in.
University degree, with post graduate technical or management qualifications or other relevant experience.
Career Level - IC4