Renewal Representative I

Description

Drive the renewal of Oracles contracts to existing for timely renewals for small to medium-sized customers in assigned territory. Educate customers on business practices and any associated contractual implications. Ensure customer awareness and understanding of applicable elements of Oracles portfolio. Meet productivity expectations on outbound calls for renewals. Manage exceptions for customers with issues that may delay or inhibit renewals. Identify and transfer leads to sales representatives for top-tier opportunities. Accurately forecast business targets and opportunities in territory.0-2 years experience in sales or related field. Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures.

Career Level - IC1

Responsibilities

Position is located in Colorado Springs.

As a member of Oracles Support Organization you will be responsible for answering inbound customer calls and emails as it pertains to their support renewals. Following up on a subset of renewals in varying sized and customers in an assigned manner. You will educate customers on business practices and any associated contractual implications. Ensure customer awareness and understanding of applicable elements of the Support Portfolio. Manage exceptions for customers with issues that may delay or inhibit renewals. Identify and transfer leads to sales reps for new opportunities. Accurately forecast business targets and opportunities in assigned accounts.

Job Requirements

Duties and tasks are standard with some variation. Excellent customer service skills answering phones and emails. Works independently within defined policies and procedures. Strong attention to detail organizational skills and analytical skills. Preferred qualifications: 2 years proven experience and or BA/BS degree preferred. Requires ability to gain acceptance of others in complicated situations. Strong problem solving skills. Demonstrated leadership skills.

What You Will Do

The primary focus of the Support Renewal Representative is to act as a customer liaison for all Premier Support Services questions and order quoting and processing. Working in a phone and email system taking the next request as they come in from any Oracle customer regardless of the size. Support Renewal Reps are responsible for ensuring customers questions are answered and PO are received and processed for all support renewals. Support Renewal Reps are responsible for driving online quoting and PO acceptance on line by customers as well as driving auto renewal and other customer automation.

Distinguishing Characteristics

Support Renewal Representative has at least one year customer service experience within the software and/or related services industry.

Core characteristics include: Demonstration of strength and confidence in interpersonal communications and diplomacy; Self-motivation and ability to think on ones feet; Ability to acquire new skills quickly; Effective management of multiple tasks and priorities.

Examples of Duties

• Answering inbound customer service 0800 line calls and emails
• Drives automation through the Oracle store
• Contact customers as required to ensure POs are issued prior to expiration prioritizing communications based on dollar amount and customer need.
• Educates customers on business practices and any associated contractual implications
• Ensures customer awareness and understanding of applicable elements of the Support Portfolio
• Manages exceptions for customers with issues that may delay or inhibit renewals
• Perform contract maintenance as requested by Customers such as contact changes address/site updates.
• Accurately forecasts business
• Work as a team sharing the workload across the org regardless of account assignment or comp plan.
• Continual building/refining customer service skills and knowledge

Knowledge and Skills:

Technical:

• Demonstrated ability to learn new and often sophisticated business systems quickly and effectively
• Ability to effectively navigate Oracle and maximize appropriate resources at appropriate times
• Comprehension of the Oracle sales process/cycle and Business Practice policies
• Demonstrated proficiency with e-mail Word Excel Internet and sales systems
• Understands business use of Oracle products services and future directions
• Knowledge of Oracle applications a plus

Professional:

• Excellent communication and customer service skills
• Takes initiative and uses all available resources
• Excellent research and problem solving skills
• Effectively manages time and priorities to meet service levels
• Self-motivated focused and driven to achieve goals
• Exercises judgment initiative and discretion when providing solutions to customers
• Able to apply knowledge and make decisions with minimal direction from management
• Projects a positive and professional image
• Demonstrated ability to meet target dates
• Demonstrated ability to suggest and implement continual improvements
• Demonstrated ability to work in collaboration with others to achieve goals
• Demonstrated ability to learn new concepts quickly and translate them to their job
• Independent and resourceful
• Can handle multiple tasks effectively and can prioritize work to meet aggressive goals

Life at Oracle:

An Oracle career can span industries roles countries and cultures giving you the opportunity to tackle new roles and challenges while blending work and life. Oracle has thrived through 40 years of change by innovating and operating with integrity while delivering for the top companies in almost every industry. To nurture the talent that makes this happen we work hard to build a vibrant and inspiring workplace that celebrates diverse hardworking teams where everyone can contribute. We take care of each other and value giving back to the community. We have flexible work arrangements and offer benefits including generous paid parental leave and comprehensive premium medical insurance.

Qualifications
Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from $20.24 to $31.63 per hour; from: $42100 to $65800 per annum. May be eligible for equity. Eligible for commission with an estimated pay mix of 80/20.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge skills experience market conditions and locations as well as reflect Oracles differing products industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:
1. Medical dental and vision insurance including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - IC1