Support Program Manager - Restaurant Technology Solutions

Support Program Manager - Restaurant Technology Solutions

Location: United States

Travel: 25%

No visa sponsorship is available for this position.

 

The Support Program Manager is responsible for delivering post-sales support and solutions to our customers. This involves resolving post-sales non-technical customer inquiries via phone and electronic means. While the role does not require the ability to resolve technical inquiries, as an advocate for our customers, you are responsible for facilitating customer relationships with Oracle Food and Beverage Support. As a Support Program Manager you will be providing advice and assistance on escalated issues, as well as partnering with our Support Organization to create action improvement plans to improve overall Customer Satisfaction.

In this role, you will be a Support Program Manager for strategic, top-revenue Customer accounts, and will attend one-on-one meetings with representatives of the strategic accounts. You will be responsible for managing internal projects, repeat incident management and problem management, creating initiatives, presenting across lines of businesses, identifying and driving productivity improvement opportunities and employee mentoring. 

Career Level - IC3

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, communicating across lines of businesses, identifying and driving productivity improvement opportunities, coordinating, preparing and qualifying Premier Analysts for Customer Visits and employee mentoring.

Project Lead: The nature of this position has varied and often complex duties which require independent judgement and may require acting as a Project Lead at times.

Help Onboard New Customers: Advise Customers via introduction calls and welcome materials, including onboarding information and effective and efficient ways to use Oracle Support Services and products, tools, systems, interfaces, and procedures. Educate customers on the value of the overall solution and encourage optimal utilization of their Food & Beverage Solutions.

Put the Customer First as their Trusted Advisor: Work with multiple complex customers to develop long term partnerships. Act as a primary point of contact for the customer throughout the various stages of the customer lifecycle. Acts as Oracle navigator to gain access to necessary Oracle Resources. Includes Cloud Operations Guidance and Technical Support. Recognize chronic or reoccurring trends in service interruptions and elevate them to Senior Management.

Collaborate Cross Functionally and Enhance How Customer Success is Defined: Create and contribute to an environment that is geared to innovation, high productivity, high quality and customer service. Responsible for sharing information across the CSM team via defined methods. Gather Customer feedback to help initiate internal change where needed.

 An ideal candidate also:

 Works Well Under Pressure: Escalated issues often require executive level updates which must be concise and relative all while effectively driving Internal Oracle teams toward Resolution

 Has Industry Knowledge: Food & Beverage or Hospitality experience preferred but not required

Is a Strong Communicator: Both written and verbal, with solid online presentation and meeting management skills

Has Aptitude: The ability & interest to learn technical software and customer business models

Has Flexibility: Customer Success is an evolving target and the ability to flex process and planning to meet customer goals is highly desired

Thrives on Knowledge: Oracle Food & Beverage Solutions provide a multitude of innovations for our customers, a Support Program Manager does not need to know every technical detail but should thrive on understanding how those solutions transform the customers’ business

Is Self-Motivated: Inspired to perform well without ongoing oversight

Has the Ability to Make an Impact: Is capable of transforming customer emotion into qualitative and quantitative feedback in order to drive change and resolution within Oracle

 

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific t