Customer Service Manager– Support

Oracle, a global provider of enterprise cloud computing, empowers businesses of all sizes on their digital transformation journey. With 430,000 customers in 175 countries, Oracle provides leading-edge capabilities in Software as a Service, Platform as a Service, Infrastructure as a Service, and Data as a Service.
Our mission is to transform our world for the better through innovative technologies.

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. As a Client Relations Manager, you will be responsible for delivery of departmental results through successful direction and management of team or staff. While in this role, you will ensure high levels of customer satisfaction by establishing and measuring group performance against quality and productivity guidelines.

Your role will have an important part in the development and execution of the Client Relations yearly business plan. In addition, you will be responsible for establishing, implementing, and communicating departmental objectives and service levels. As a manager, you will be responsible for preparing and presenting employee performance appraisals on a regular basis. You will always be prepared to act as a company spokesperson to outside customers regarding their needs and inquiries.

Leads a specialized area which may have diverse functional elements. Frequently interacts with supervisors and/or functional peer group managers. May interact with senior management. Bachelors degree as well as at least 3 years Client Relations experience or appropriate related experience at Oracle. In addition, a proven track record of excellent problem solving and research skills, and excellent communication skills, while projecting a positive, professional image.

Because of the nature of this position, you should have excellent communication skills, as well as the ability to provide leadership and direction to a professional team. As a Manager, you will demonstrate good judgment in the balancing of customer, employee, and company objectives.

• Technical support and advice of customers when deploying our software products via phone, email and remote access
• Problem analysis in complex environments and independent prioritization and processing of tickets to bug tracking and
escalation management
• Commissioning software for customer systems, , release management for customers
• Ensure compliance with service level agreements ; ( De-) escalation management
• Coordination and development of business processes ( process controlling )
• Preparation and implementation of user workshops and service meetings and regular conference calls with customers
• Creation of service offerings
• Implementation of strategic objectives of the division and support management
• Personnel and technical management of the support team
• Resource planning ( roster ) , long-term staffing / resource planning
• Responsibility for defining and monitoring the key performance indicators of the team

• Strong experience in technical customer support and / or in the software development
• High level of interpersonal skills , leadership experience
• Joy of professional collaboration with customers, solution-oriented approach , quick perception and analytical skills
• High sense of responsibility and self-reliance
•Good command of spoken and written English
• Strong team orientation , excellent organizational skills
• willingness to travel