Oracle's Advanced Customer Support Services - Technical Account Manager (TAM)
Oracle ACS (Advanced Customer Support Service) Organization is a fast-paced dynamic support division that caters to delivering high impacting, mission critical and solutions support to Oracle customers. ACS works closely with Global Product Support (GPS) to deliver a high level of customer service to Oracle customers. ACS builds upon GPS to deliver key advanced support offerings. ACS is strategically positioned to provide proactive and reactive solutions that are tailored to the needs of the customers that are running Oracle products in high volume or mission critical environments. The goal of ACS is to help Oracle customers achieve high levels of system availability, stability, integrity and operational excellence.
The ACS Technical Account Manager (TAM) is responsible for overseeing and coordination of contracted services to customers of the Advanced Customer Services organization. The TAM is the focal point for customer issues that arise under the scope of the contracted services. The TAM works with Oracle ACS on-site SDEs (Service Delivery Engineers), customers, technical and management personnel, as well as with providers of services within Oracle (such as Oracle Support and Oracle Solution Support Centers) to facilitate issue resolution and high-quality service delivery.
• Account Mgt
o Liaison & Advance Customer Advocate
o Account Planning
o Manage ACS Account Documentation
o Conduct Periodic Account Reviews
• Service Delivery
o Review Contracted Service Definitions
o Service Delivery Plan (SDP) Creation
o Project Planning, Management & SDP Maintenance
o Project Accounting Tools Administration & Review
o Project Management - PMP and PM experience preferred
• Reactive Mgt
o Trouble Ticket Management
o Advance Situation/Incident Mgt
o Advance Escalation Management
o Root Cause Analysis
Establish professional relationships with key customer contacts to ensure the highest level of customer satisfaction. Align contracted services with customer goals and objectives. Coordinate delivery of all Support Services and other Oracle LOB services to meet customer goals and objectives, and ensure contract renewal.
SERVICE DELIVERY and ACCOUNT MANAGEMENT: (presence of this role in an account is fee based) Works proactively with the customer to understand key customer projects and goals and aligns Oracle ACS Services to assist in key strategic projects; manages all ACS aspects of the relationship between the customer and Oracle Support Services MARGIN MANAGEMENT: Manages flow and execution of work related to procured services. Optimizes margin through effective resource management CUSTOMER ADVOCATE: Serves as the customer advocate within Oracle - across all lines of business - clearly articulating the customers position to the appropriate Oracle management while maintaining the integrity of an Oracle employee and the interest of the company. Includes reactive and escalation management. ACCOUNT REVIEWS and ACCOUNT PLANNING: Conducts regular Status meetings and Account Review meetings with the customer. BUSINESS DEVELOPMENT: Recognizes and solicits business opportunities within customer accounts and develops to the point where the sales organization can engage in deal pursuit. INTERNAL/EXTERNAL PLANNING and REPORTING: Conducts regular internal Account Review meetings with Oracle Support management; Manages Account Documentation including Joint Contact and Escalation Guide, Service Delivery Plan, Account Review Documents, KBR/KPI data, and Scorecard data.
Displays authority, confidence, and a significant understanding of customer*s business strategies and industry trends. Develops significant high-level customer contacts and relationships. Extensive background in Professional Services, Account Management, Project Management, Enterprise IT Management, Customer Support, Enterprise software deployments, and good Business Acumen. PMP and advanced ITIL Certification is desirable. Superior interpersonal skills, Extensive customer "face-to-face" experience at middle or executive levels, Strong relationship building skills, Solid industry experience/knowledge Conflict management skills, Time management and self management ability, Strong management skills, Proven expertise in large (multi-site or international project management, Business acumen, Strong team orientation. Extensive experience in IT/Account Management.
Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.
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