ORACLE'S ADVANCED CUSTOMER SUPPORT (ACS) SERVICES
TECHNICAL ACCOUNT MANAGER
The TAM functions as part of the customer care team in ensuring success of our customer's Oracle application program through adoption of Implementation Best Practices. A TAM is a trusted advisor to the customer steering board, project management and project delivery team. TAM provides assistance to the customer as a strategic implementation advisor, project technical advisor, and as a customer advocate internally within Oracle. TAMs are engaged at the account level in providing recommendations and proactive advice through all phases of the implementation life cycle. Candidate is an eBusiness Suite expert with multiple years experience in implementing the product.
Manage Oracle implementation projects of medium complexity. Ensure 100% customer satisfaction and success with Oracle software.
eBusiness Suite expert (R12) and mentor to other TAMs in advancing the technical knowledge of the product within the organization.
Develop and execute plans to address customer satisfaction gaps.
Act as liaison between integration partner, Oracle, and customer.
Develop and execute consistent implementation assessment strategy with the customer.
Project management experience in working as part of EBS implementation or upgrade projects.
Deliver initial and periodic implementation assessments to customers and Oracle management based on the Implementation Best Practices guidelines.
Provide proactive strategic implementation guidance to the customer's steering board and management teams.
Provide proactive technical implementation guidance to the customer's management and delivery teams.
Advocate customer's priorities internally within Oracle.
Serve as escalation point of contact for product and service issues.
Lead the resolution of critical account issues.
Develop an understanding of the Red account process and successfully manage red accounts accordingly.
Provide timely account status reporting both to customers and Oracle management, including project burn rate.
Manages liability at customers by monitoring project burn rate, not performing billable work that in excess of project limits, and as necessary facilitate collection on outstanding invoices.
Complete timely expense and time reporting.
Ensure accuracy of customer's data and project information.
Provide assistance to other Technical Account Managers on complex technical and business issues.
Contribute to TAM/Oracle knowledge base.
Certification required within 90 days of employment: Product Certification, Customer Care Model, Implementation Leading Practices, Project management
This position will be responsible for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use of Oracle's products. In addition, this position will be a leader in ensuring overall customer satisfaction with Oracle's products and related implementation services. To be used for US employees whose work location is outside of California.
This position will provide customers with regular assessments on the domains of strategy, process, governance, people and technology accompanied by recommendations for improvement in each area. The ATAM will act as the primary liaison between Oracle, the customer, and the system integrator with respect to the implementation. He/she will serve as Oracle*s support/services lead to the customer and provide business process, application functionality, technology, and implementation expertise by delivering a combination of business specifications analysis, technical consulting and project management skills. The TAM is responsible for escalating issues across multiple business units within Oracle (e.g. Technical Support, Expert Services, Sales, Consulting, Product Development, etc.) and marshalling resources as necessary to resolve problems.
Provide leadership and expertise in the development of new products/services/processes, frequently operating at the leading edge of technology. Demonstrated success at Oracle with 3 years and as a Technical Account Manager for at least 2 years, including involvement in at least 5 successful customer deployments. Recommended 7-10 years of professional Information Systems implementation experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences). Understanding of various technical architectures and operating systems including web-based applications, networks, RDBMS (Oracle, DB2, MS SQL Server), etc. Project Management (PMP) certification or extensive Project Management experience across global and diverse organizations. Industry experience is desired.
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.