Minimum 8 years software experience in either customer service or software implementation and/or project management/implementation management experience.
Experience in a lead or senior role required.
Can independently represent some key components of the CSM organization at such events.
Can present at least 50% of support education content
Can build basic to intermediate presentation curriculum.
Proficient at netting out concise summaries from large volumes of information.
Proven track record as a trainer/educator.
Occasional experience as a presenter/educator
Ability to work under deadlines and with a work environment that is subject to cyclical heavy workloads
Ability to deal with problems
Can prepare and deliver effective executive summary briefings
Can recall relevant details of most Global Product Support policies procedures and operations
Proficient at driving the company messages in ad-hoc situations.
Ability to tactfully deal with and at times resolve conflicting demands of users for service.
Able to effectively manage and resolve range of conflicts as encountered with customers or internally across LOB’s

The team member is a solid contributor to the team with a proven track record on all facets of the CSM business. They are effective and independent contributors – highly self motivated and continuously look for opportunities to improve the effectiveness of the overall organization.

Function as the interface between Global Product Support and Oracle LOBs, promoting support strategies and tools.   
Act as a point of contact for organizations such as SDMs, Sales, Consulting, Global Customer Programs, and Support Renewals.    
Prepare our internal and external customers with education, knowledge, tools and resources to optimize their support experience
Actively seek out opportunities to develop and manage support programs to ensure customer success, protect and grow revenue and continuously improve the relationship between Oracle Support and our customers.