Responsibilities

Are you passionate about delivering outstanding customer experiences? Do you thrive in fast-paced environments where no two days are the same? We're seeking a dynamic and proactive Customer Experience Specialist to join our team. You'll play a pivotal role in ensuring our clients receive world-class support and service.

As a member of the Assurance Team, you will be responsible for handling long term discussion with the customer and secure a positive experience by delivering periodic reviews of their cloud environment, disseminating best Practices and being sensitive on effective Incident Management. 

In this role, by combining business, technical and communication acumen you will work with enterprise customers to realize the value of cloud with Oracle Public Cloud.


The candidate will:

 

Serve as the main point of contact for internal escalation management, collaborating closely with various teams within the Oracle Ecosystem, including Technology Engineering, Product Management, Support, Cloud Operations, and Sales Operations. Proactively manage service requests in real-time, from collection and prioritization to resolution, with a focus on coordinating and moderating resource towards timely solutions and problem identification. Take ownership of solving escalations and issues, escalating internally when necessary to ensure swift resolution. Drive initiatives to enhance the customer experience and increase cloud adoption, leveraging insights from service requests. Cultivate strong relationships with stakeholders in Product Development, Support, and Cloud Operations to facilitate seamless execution of daily tasks. Contribute to the development of best practices and provide valuable feedback to relevant stakeholders. Maintain open and transparent communication with customers throughout the entire Cloud Lifecycle experience. Ensure adherence to agreed-upon best practices when assisting customers at critical Production Milestones.
 

Career Level - IC3