Job Title : Delivery Experience Representative - PEPM
Organization : Oracle University
Job Overview :
A Delivery Experience Representative’s goal is to be a key contributor in growing Oracle University revenue and reduce operating costs by providing project management, technical support, and operational assistance to Oracle University Private events.
This role is of an individual contributor position reporting to a Manager.
Detailed Job Responsibilities :
Resource private and live training events (trainer, environment)
A Delivery Experience Representative coordinates technical requirements information and configuration for customers who purchase private and live virtual event training from Oracle University.
Deliver post-sales support and solutions to your customers with the guidance of Oracle University Delivery Team, Oracle University Resource Team, Oracle University Scheduling Team, and Oracle Support Services while serving as an advocate for customer needs and requests with providing timely responses.
Be responsible for fielding customer inquiries via phone and email.
As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with moderate direction from Oracle University Delivery Team, Oracle University Resource Team, Oracle University Sales, and Management.
Delivery Experience Representative will be responsible for the success of all classes and would work with the following Oracle Teams to accomplish success :
Curriculum Development team to ensure that teaching content is kept updated
Web team to keep our education website updated
Work with the Development team to build applications that will allow for the automation of processes
Work with the Grid Services team to ensure that remote lab environments are built and work as expected & test lab environments using various technologies
Train instructors to deliver classes effectively
Work with the Learning Management Systems team (LMS) to make sure content is posted
Work with the Operations teams to schedule events
Work with the Senior Oracle University management team for effective ways to drive high quality training
Maintain accurate and timely information in Oracle systems
Understand and follow all Oracle procedures and policies
B.A., B.S. or B.E. degree pursued on a full-time basis.
Possesses extremely high work ethics, positive attitude, flexibility, professionalism, and a flair for performance and continuous improvement.
Customer interaction experience primarily via phone and email
Strong communication skills in English - both written and spoken, top notch customer service skills, excellent phone demeanor and active listening skills.
Similar skills in another European or Asian Language is an added advantage.
Strong Presentation, Problem Solving, Multitasking and Analytical skills. Must have the right approach and ability to take objective business decisions towards cost reduction and capitalizing on revenue potential.
Must have at least 3 years of system analysis, project management, consulting or customer-facing experience in technology troubleshooting or related fields.
Proficient with using Microsoft Windows
Expertise in productivity, presentation and reporting tools including, but not limited to Microsoft Excel, Microsoft PowerPoint, Microsoft Word, Cisco WebEx and Oracle OpenOffice.
Ability to self-manage, escalate when needed, learn new systems and processes and work globally.
Detailed Description and Job Requirements
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs.
This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services.
A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
In this role, you will be considered the lead customer liaison for 4 -10 strategic, top-revenue Support accounts, and will attend one-
on-one meetings with representatives of the strategic accounts. You will be responsible for managing internal projects, such as creating internal training curricula and schedules, presenting across lines of businesses, identifying and driving productivity improvement opportunities, coordinating, preparing and qualifying Premier Analysts for Customer Visits and employee mentoring.
Job duties are varied and complex, needing independent judgment. May have project lead role. Because of the nature of this position, a proven track record of demonstrated working skills including, but not limited to, excellent verbal and written communication skills, project management skills, ability to multitask and work under pressure, and (most importantly) an unabbreviated commitment to ensuring customer success.
Bachelor*s Degree in either communications or information systems, previous account management and customer-focused experience, training experience in a software environment, prior working knowledge of or the desire to quickly learn about Oracle*s products, and six years related experience.
As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made.
This will involve identity and employment verification, salaryverification, professional references, education verification and professional qualifications and memberships (if applicable).