Description As a member of the Distribution Cloud Service organization, your focus is to deliver post-sales support and solutions to the OPERA Cloud Distribution customer base while serving as an advocate for customer needs. This includes performing high level service offerings and customer account management services. A primary point of contact for customers, you are responsible for facilitating customer relationships and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

In this role, your primary focus will be to deliver post-sales support and solutions to the OPERA Cloud Distribution Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with little direction from management.

You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

Career Level - IC2 Responsibilities Maintenance of the OPERA Cloud Distribution & channel manager application databases, which includes loading and updating of hotel configuration, rate and availability information. Responsible for onboarding new contractual customers to OPERA Cloud Distribution OXI testing and assistance in line with customer upgrades Work with the customers to ensure that contractual service expectations are exceeded. Conduct workshops, demonstrations, training sessions for customers and internal employees.

Maintain general knowledge of GDS functionality and the relationship between hotel configuration data in application as well as in all GDSs. Including but not limited to assisting customers with GDS certifications and auditing (rate & image) Maintain product knowledge of the Opera Distribution Platform and all partners that it integrates with including staying up to date with new product enhancements and features. Document best practices and continual improvement on internal processes and guidelines to drive better efficiency.

Including ability to analyze workflow and process improvements, making changes where necessary. Create and maintain customer training and best practice guidelines, including audit templates. Responsible for working towards organization goals and targets including but not limited to service agreements as defined in the Distribution Services Product and Services description.

Work with other internal teams to ensure service level requirements are exceeded. Perform other tasks or duties as req.