Key Responsibilities:
- Customer Escalation Management: Lead the resolution of critical customer issues by collaborating with cross-functional teams, ensuring timely and effective solutions.
- Team Leadership: Guide and mentor a team of Oracle Fusion experts, fostering a collaborative and high-performance environment.
- Functional Expertise: Apply in-depth knowledge in at least one Oracle Fusion SaaS product HCM - Payroll area to address and resolve customer problems.
- Process Improvement: Identify and implement process improvements to enhance customer support and satisfaction.
- Stakeholder Communication: Serve as a primary point of contact for escalated issues, providing regular updates to customers and internal stakeholders.
- Root Cause Analysis: Conduct thorough investigations to determine the root cause of issues and implement corrective actions to prevent recurrence.
- Training and Development: Develop training materials and conduct training sessions for team members and customers to improve product understanding and issue resolution capabilities.
- Documentation: Maintain detailed records of customer interactions, issue resolutions, and process improvements.
- Performance Metrics: Monitor and report on key performance indicators (KPIs) related to customer support and satisfaction, driving continuous improvement.
Crisis Management: Lead crisis management efforts during major incidents, ensuring rapid and effective resolution while minimizing impact on customers.
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Key Experience:
- Minimum of 15 years of industry experience in implementing, supporting, and managing customer escalations within Oracle Fusion SaaS products.
- Functional Expertise: Proficiency in HCM - Payroll area of Oracle Fusion SaaS.
- Leadership Skills: Proven ability to lead and mentor a team of experts, driving high performance and effective collaboration.
- Customer Focus: Strong customer service orientation with a demonstrated ability to manage and resolve complex customer issues.
- Communication Skills: Excellent verbal and written communication skills, with the ability to effectively convey complex information to various stakeholders.
- Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to identifying and resolving issues.
- Project Management: Experience in managing projects and initiatives aimed at improving customer support and satisfaction.
- Technical Knowledge: Solid understanding of Oracle Fusion architecture, integration, and best practices.
Adaptability: Ability to thrive in a fast-paced, dynamic environment, and manage multiple priorities effectively.
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Education:
Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field. A Master's degree or relevant certifications (e.g., PMP, ITIL) is a plus.
Work Environment:
- This position may require occasional travel to customer sites.
- Flexibility to work outside regular business hours to address urgent customer issues may be required.
