MySQL is the world's most popular open source database software. Many of the world's largest organizations, including Facebook, Alcatel, The Associated Press, Suzuki and NASA rely on MySQL for their critical business applications.
As a member of the MySQL Renewal Sales Organization, you will be responsible for driving maximum adoption and subscription utilization across your customer base to ultimately drive and book renewals. You will engage your assigned book of business – a set of subscription customers in a range of contract values and industries - to facilitate and motivate the installation and utilization of the MySQL Enterprise solutions, as well as ensure customer awareness and understanding of applicable elements of the Support Portfolio. You will be responsible for renewing subscription contracts to preserve revenue from your book of business. You will also educate customers on business practices and any associated contractual implications. You will work closely with your new business counterparts to identify and transfer expansion opportunities in your account base. You will be expected to accurately forecast business targets and opportunities in assigned accounts.
Duties and tasks are standard with some variation. Strong communications skills required. Excellent customer service skills on phone and email as well as some face to face engagement. Works independently within defined policies and procedures. Strong attention to detail, organizational skills, and analytical skills. Preferred qualifications: 3-5 years relevant experience in customer service and/or sales, and BA/BS degree preferred. Requires ability to gain acceptance of others in challenging situations. Strong problem-solving skills. Demonstrated leadership skills.
Examples of Duties
• Outbound calls and emails to engage customer base through duration of subscription period
• Understand customer requirements, level of adoption of the MySQL product features and assess the risk in renewing the current contract
• Engage customer to ensure they are leveraging the solution and achieving success and engaging consulting resources as necessary
• Contact customer procurement team as required to ensure PO’s are issued prior to expiration, prioritizing communications based on dollar amount and customer need.
• Educates customers on business practices and any associated contractual implications
• Ensures customer awareness and understanding of applicable elements of the Support Portfolio
• Manages exceptions for customers with issues that may delay or inhibit renewals
• Perform contract maintenance as requested by Customers such as contact changes, address/site updates.
• Accurately forecasts business
• Work as a team sharing the work load across the org, regardless of account assignment or comp plan.
• Continual building/refining customer service skills and knowledge
Knowledge and Skills:
Technical:
• Demonstrated ability to learn new and often complex business systems quickly and effectively
• Ability to effectively navigate Oracle and leverage appropriate resources at appropriate times
• Comprehension of the Oracle sales process/cycle and Business Practice policies
• Demonstrated proficiency with e-mail, Word, Excel, Internet and sales systems
• Understands business use of Oracle products, services and future directions
• Knowledge of Oracle applications a plus!
Professional:
• Excellent communication and customer service skills
• Takes initiative and uses all available resources
• Excellent research and problem solving skills
• Effectively manages time and priorities to meet service levels
• Self-motivated, focused, and driven to achieve goals
• Exercises judgment, initiative, and discretion when providing solutions to customers
• Able to apply knowledge and make decisions with minimal direction from management
• Projects a positive, and professional image
• Demonstrated ability to meet deadlines
• Demonstrated ability to suggest and implement continual improvements
• Demonstrated ability to work in collaboration with others to achieve goals
• Demonstrated ability to learn new concepts quickly and translate them to their job
• Independent and resourceful
• Can handle multiple tasks effectively and can prioritize work to meet aggressive goals
Qualifications:
• 3-5 years customer service and/or sales experience preferred; BA/BS degree preferred