Drive the renewal of Oracle*s premier support services contracts to existing customers. Responsible for timely renewals for 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 the Support 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 reps for top-tier opportunities. Accurately forecast business targets and opportunities in territory. Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. At least 4 year experience in customer service, sales or related area. Ability to gain acceptance of others in sensitive situations important.
RESPONSIBILITIES: The Support Service Renewals Specialist will be responsible for ensuring the successful renewal of Support Service Contracts for existing small/medium-sized customers and handling any resulting queries that the customers may have about their contracts. * Selling support services after point of system sales or upselling for existing active contracts
- Correctly identifies customer requirements and needs for support services, including contractual terms and conditions, support service offers and products.
- Accountable for timely service renewals for small to medium-sized customers in assigned territory.
- Educates customers on e-business practices and any associated contractual implications.
- Accurately forecasts business targets and opportunities in territory.
- Promptly handles and solves customer objections and complaints.
- Prepares correct sales orders and quotes.
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