Drive the renewal of Oracle's contracts to existing customers.Responsible 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 Oracle's 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.2-5 years experience in sales or related area. Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures.
Roles and Responsibilities
Readiness (RDT): Validate, prepare and publish Support Renewal quote to customers. Review previous years Support Renewal or Order Documents to validate information in current Support Renewal. Review the current Support Renewal to validate all information and ensure all error are resolved to allow for automated publishing or manually publish.
Customer Assistance (CAT): The initial point of contact for incoming calls, chats and Renewal Service Requests (RSRs) to the DRC. The CAT will work to resolve incoming issues, proactively educate customers and route complex incoming issue to other specializations.
Pre–Expiration (PET): Provides proactive follow up to ensure Support Renewals are published to correct POC (Point of Contact), remind the POC support is coming due, inquires if there are issue in need of resolution prior to successful renewal of support ensuring timely renewal of support. If needed, will provide follow up at time of expiration and on past due Support Renewals. Will call and escalate, internally and externally, to engage everyone needed to ensure successful renewal of past due Support Renewals.
Data Management (DMT): Handles all complex and time consuming issues to include repricing, cancellations, terminations, consolidations, mass updates, reinstatement of support and Extended Support issuance. Must ensure all approvals are gained and that all policies are adhered too as part of process.
Booking (BKT): Confirm all Support Renewals are booked correctly by validate all incoming information and resolve all booking failures and OA (Order Administration) rejections. Work with customers to ensure they are accepting Support Renewals via My Support Renewals and assist them in the process when needed.
Billing Arbitration (BAT): Responsible for all credit and collections issues for the DRC and will work directly with Collections and Credit teams to help resolve any collection related issue once the Oracle Collections team needs assistance to resolve Customer invoice disputes, (CMRB) Credit Memo Rebills and Credit Hold issues.
Retention (RTT): Works with customers to avoid or minimize cancellations by educating customers and engaging with other LOBs (Lines of Business) or SR. Management. Review previous cancellations to identify and Win back previously cancelled business.