Services Renewal Representative II

Support Renewal Advsior- Renewal Admin

Primary Focus:

The Digital Renewal Center(DRC) is a team of specialized Service Renewal Advisors(SRA) that is responsible for Oracles Premier Support renewal business

The JAPAC DRC is organized by language specialization namely Chinese, English, Japanese and Korean

We process and provide operational support for more than 150,000 support renewal contracts each year for our customers in Japan and the Asia Pacific

Our ongoing goal is to improve on-time renewal, simplify customer renewal experience, embrace technology to improve productivity and efficiency, and to protect Oracles contract base

The Support Renewal Advisor (SRA - Renewal Admin) is responsible for Oracles Premier Support renewal business operations

Primary responsibilities will be as below:

• Managing service requests received from Internal & External customers and its timely resolution
  
  
• Contract renewal pricing and quote preparation
  
  
• Purchase Order Bookings and resolving booking failures
  
  
• Executing complex processes of assignments and migrations in collaboration with fellow teams
  
  
• Providing assistance to renewal sales team with contract cleanup and data mining
  
  

Desired candidate:

• Successful SRA needs to perform sales operational tasks with accuracy and efficiency
  
  
• He/She must be ready to adapt and acquire new skills quickly, and effectively manage multiple tasks and priorities
  
  
• He/She must have ability to work under strict procedures, timelines and compliance
  
  
• Advanced skill with Microsoft Excel, attention to details
  
  
• Good communication skills
  
  
• Highly adaptive and willing to learn
  
  
• Relevant experience in sales support/Operations for atleast 6 years or above
  
  

Qualifications:

Bachelor degree in any major preferred or equivalent

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Career Level - IC2

Responsible for timely renewals for small to medium-sized customers in assigned territory by supporting the internal and external customers through the specialisation model - SR

Educate customers on business practices and any associated contractual implications

Ensure customer awareness and understanding of applicable elements of Oracles portfolio

Meet productivity expectations on outbound/inbound calls for renewals

Manage exceptions for customers with issues that may delay or inhibit renewals through supporting the SRs

Identify and transfer leads to sales representatives for top-tier opportunities

Providing assistance to renewal sales team with contract cleanup and data mining

Purchase Order Bookings and resolving booking failures

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