Adv Customer Service Support Snr Manager

As a member of the Support organization, your role focuses on delivering post-sales support and solutions to Oracle cloud and on-prem customer base, while advocating for customer needs. You will be resolving post-sales non-technical customer inquiries via phone and electronic means, as well as addressing technical questions related to the use and troubleshooting of our Electronic Support Services. You will act as a primary point of contact for customers, facilitating customer relationships with Support and providing advice to internal Oracle employees on various customer situations and escalated issues. **Key Responsibilities:** - Translate Oracle Cloud Hardware Support goals into performance objectives for each team member and measure individual performance against the plan. - Develop employees through regular 1:1s, performance reviews, development, and training needs. - Master all service delivery related processes and advise team members on the effective and efficient use of Oracle Cloud Hardware support services, products, tools, interfaces, and procedures. - Responsible for KPI and metrics improvement. - Manage SubCo and ensure delivery for SubCo engagement. - Conduct contract negotiations for SubCo engagement. - Act as the primary point of contact for customers and Oracle LOBs for any customer situation and escalated issue. - Requires a 7x24-hours commitment to participate in the regional standby rotation program and shift. **Qualifications:** - Career Level: M3 - Required Experience: Manager (Note: No additional details about the company were provided in the job description) As a member of the Support organization, your role focuses on delivering post-sales support and solutions to Oracle cloud and on-prem customer base, while advocating for customer needs. You will be resolving post-sales non-technical customer inquiries via phone and electronic means, as well as addressing technical questions related to the use and troubleshooting of our Electronic Support Services. You will act as a primary point of contact for customers, facilitating customer relationships with Support and providing advice to internal Oracle employees on various customer situations and escalated issues. **Key Responsibilities:** - Translate Oracle Cloud Hardware Support goals into performance objectives for each team member and measure individual performance against the plan. - Develop employees through regular 1:1s, performance reviews, development, and training needs. - Master all service delivery related processes and advise team members on the effective and efficient use of Oracle Cloud Hardware support services, products, tools, interfaces, and procedures. - Responsible for KPI and metrics improvement. - Manage SubCo and ensure delivery for SubCo engagement. - Conduct contract negotiations for SubCo engagement. - Act as the primary point of contact for customers and Oracle LOBs for any customer situation and escalated issue. - Requires a 7x24-hours commitment to participate in the regional standby rotation program and shift. **Qualifications:** - Career Level: M3 - Required Experience: Manager (Note: No additional details about the company were provided in the job description)