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Do you want to work with exciting customers across all sectors in the industry? If you have a passion for tech, a customer-centric approach, and a background in helpdesk support, come and grow your career with us. Thrive in this crucial role!

Oracle is a technology leader that’s changing how the world does business – and our Customer Success Services (CSS) team supports over 6,000 companies around the world.

If you have a passion for innovation in delivering service excellence with a background in SaaS Application support, we want you on our team!

Who is Oracle Customer Success Services?

Oracle Customer Success Services (CSS) is uniquely positioned to help customers with the most challenging and complex requirements to accelerate innovation in their IT environment and make the most of their investment in Oracle technology.

Oracle applications best unfold their full value and rich capabilities if user adoption, business continuity, technical optimization, and security are addressed proactively. Thousands of customers around the globe have relied for several years on Customer Success Services for high performance and the efficient operation of their most critical business processes on Oracle environments. Thousands of domain experts around the world assist and guide customers toward their business goals. Oracle CSS provides tailored support and guidance throughout the Oracle Cloud Applications usage to meet customers’ business objectives. We, the CSS, are expanding the team in Europe to help manage, support, and enhance our customers' experience with Oracle Fusion SaaS and PaaS.

As customers grow and mature with their operations, we act as enablers to enhance product adoption and user experience. Our focus on continual service improvement is a key differentiator. As part of the Customer Success Services organization, you will get an opportunity in the lifecycle management of the SaaS and PaaS solutions. We leverage your expertise and creativity to innovate business and IT processes, improve product adoption, and other aspects of lifecycle management. You may assist customers with their daily queries, create extensions, enrichments to the implemented product, support their journey to cloud, manage quarterly releases, and be part of the customer business teams to help them achieve their key business process KPIs.

What you’ll do

• As a Fusion SaaS Cx Consultant, your focus is to deliver post-sales support and solutions to the Oracle customer base while advocating for customer needs. This involves resolving post-sales technical and functional customer issues directly with customers.
• You will be a main point of contact for customers, responsible for facilitating customer relationships with Support, Product Management, XLOB, and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
• As a Fusion SaaS Cx Consultant, you will offer strategic support to ensure the highest level of customer satisfaction. You will build and use automated technology and instrumentation to diagnose, document, and resolve or prevent customer issues. You are expected to be an expert member of the technical problem-solving and problem avoidance team, routinely addressing extremely complex, critical customer issues. Services may include on-site customer visits.

The background you should have for this job

• 3-5+ years of experience with Oracle SaaS Cx
• Experience in B2B Sales & Services
• Experience in applying and testing Oracle Updates
• Strong support, configuration, and extension services experience for clients
• Excellent spoken and written English communication skills
• Ability to work with multiple teams to address client needs
• Self-initiative and ability to work independently and without supervision
• Hands-on experience in supporting, integrating, and extending Oracle SaaS Cx
• Expertise in configuring and optimizing applications, with an understanding of performance tuning techniques
• Additional language skills in Italian, German, or French are a plus

We also use

• Fusion SaaS (All)
• Cx Cloud

LI-AM3

LI-Hybrid

As an Advisory Systems Engineer, you are expected to be an expert in problem-solving and avoidance, highly skilled in resolving extremely complex (often previously unknown), critical customer issues. You will perform duties independently, report regularly to management on customer status and technical issues, and work with limited guidance. You will also provide expert technical advice to customers and Oracle employees.