Oracle's Advanced Customer Support (ACS) Services - Technical Account Manager (TAM)
Experience senior level Technical Account Manager (TAM) with interactions with Customer Executive Mgmt to customer technical team, interface with the customers IT staff, responsible for providing both proactive and reactive support services for Oracle products used at Oracle customer locations including Oracle software, applications, Middleware, Hyperion, Cloud and overall Oracle Technology stack products and related services.
Provides support services, which assure the highest level of customer satisfaction and a favorable environment while promoting a long-term Oracle relationship. Recognizes and communicates needs for additional Oracle products, support and services to appropriate organizations. Demonstrate Leadership role for prevention, detection, identification, and resolution of Oracle-related issues at the customer site.
Understands big picture technology trends potentially influential to customer environment. Professional:
Highly skilled planner and organizer on tactical and strategic level. Demonstrates and exhibits outstanding command of leadership, verbal communication, and project management skills. Customer Centric - constantly achieves the highest levels of customer satisfaction.
Multi-tasking skills: Self-starter, innovative, resourceful, and results oriented. Establish and form effective business relationships with customers and Oracle groups. Understands the customers business and how support decisions impact it.
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.
A little about us:
Oracle is shifting the complexity from IT, moving it out of the enterprise by engineering hardware and software to work together—in the cloud.