The Technical Account Manager (TAM) (sometimes referred to as a Service Delivery Manager (SDM)) is an experienced professional with proven client management skills, broad Oracle Service and product knowledge, superior interpersonal skills and proven capability to build effective relationships into the customer’s management and across Oracle lines of business. They are responsible for managing the delivery and scope of contracts and services into designated accounts; ensuring quality, customer satisfaction, and referenceability. The individual is responsible for protecting and enhancing Support revenue streams into these designated accounts.

SPECIFIC RESPONSIBILITIES

• Work across all Oracle lines of business to ensure seamless delivery of services to the customer.

• Manage the contract or delivery engagement to the customer as defined by Oracle Support Services line management.

• Assist the Customer Success Manager (CSM) in the development and maintenance of the customers support account plan.

• Create and maintain customer account management deliverables, for example Service Delivery Plan and service delivery reviews, for designated customer accounts.

• Manage the delivery of customer engagements – resource mgmt, financial mgmt, governance, issue management, delivery planning and reviews, including providing standard and regular reporting, etc

• Manage delivery communications with the customer including planning, change management, and satisfaction.

• Advise on, and drive the change of, Oracle Support engagement practices in the account, such as systems, tools and interfaces.

• Act as Situation Manager for both technical and business focused issues, including proactive escalation as appropriate related to the delivery of services to the customer.

• Understand the customers’ business objectives, requirements and environment, and ensure Oracle Support Services takes these into account when servicing the customer.

• Provide proactive communication regarding the customers business, technology and requirements to Oracle staff and regarding Oracle capabilities to customer staff.

• Assist in renewal of Support contracts and contribute to pre-sales activities.

• Identify additional opportunities for customers to engage with all Oracle lines of business,

  such as technical events and business seminars.

• Provide a leadership role for the delivery team for ACS services into the customer account

  • Manage the delivery of ACS services within the terms of the contract.

  • Deliver the service in accordance with documented ACS service delivery procedures.

  • Establish and maintain a delivery governance model with the customer.

  • Provide regular, formal value-oriented reviews of contract achievements and status.

  • Provide feedback to the customer on the performance of its organisation and potential risks.

  • Monitor and track the profitability of delivering the service in line with the ACS business KPIs.

  • Identify incremental opportunities to assist the customer in achieving its business objectives.

  • Establish and maintain the referenceability of the account with other Oracle lines of business.

  • Manage any service delivery escalations that may arise, and coordinate the resolution of

    escalated or other high priority customer issues.

  • Provide regular progress reviews and share information, methodologies, and good practice to

    the account(s) and the relevant Oracle lines of business.

  • Ensure all accounts have up-to-date information and knowledge about relevant Oracle

    products and services.

  • Ability to manage time and work flow to meet service delivery requirements.

  • Accountable for customer satisfaction within Oracle Advanced Customer Support

0. Knowledge and Skills:

   • *  A Bachelor’s degree in Computing Science, Commerce, or equivalent.

   • *  Understanding of service delivery best practice (ITIL, COBIT).

   • *  Understanding of Project Management methodologies (PMP or Prince2 certification) or

     extensive Project Management experience across global and diverse organisations.

   • *  Experience working in matrix management environments.

   • *  Demonstrated experience with Enterprise-level package solutions or the use of technology in

     a business context.

   • *  Understanding of various technical architectures and operating systems

   • *  Strong verbal and written communication skills, especially "face-to-face" experience at middle

     or executive levels

   • *  Strong influencing and negotiating skills.

   • *  Experience in software and / or professional services industry.

   • *  Leadership in ensuring customer success.