Location: Düsseldorf (preferred), could be Munich/Hamburg/Berlin/Frankfurt am Main

Department Description
Advanced Customer Services (ACS) is the fastest growing service business at Oracle today, and provides Mission Critical Support for all Oracle technologies. With 4,000+ advanced support engineers, working in 127 countries and 45 languages, and a dedicated sales force in every Oracle region, ACS is an innovative, dynamic, high-performing organization. The ideal candidate is very comfortable working in fast-paced environment, adept at establishing credibility quickly with colleagues outside of his/her immediate team, is committed to “getting it done” in a high quality and dependable manner, and infuses his/her team with a positive, collaborative attitude as well as a competitive spirit.
Brief Posting Description
Develop and manage the Oracle Support relationship for customers who have purchased an Advanced Customer Services (ACS) support contract. Strive to provide a high degree of satisfaction and protect and enhance Support revenue streams.
Detailed Description
Primary: To successfully manage the delivery of customer projects according to the contractual details.
The Technical Account Manager is responsible for maintaining and managing the ACS contract relationship with the customer. The TAM helps the customer leverage their ACS services to maximize the value from their Oracle investment and achieve desired business outcomes. The TAM ensures that customers and decision makers are influenced and promptly resolves key issues and problems.
Scope
•   Manages designated portfolio of projects and/or contracts and works to objectives, as directed by Oracle Advanced Customer Services (ACS) line manager
•   Manage the overall service delivery defined by the contract which in many circumstances will involve parties or resources from other lines of business and/or Oracle business partners
•   Collaborates effectively with ACS sales and resourcing teams and other Oracle lines of business such Systems Support, Hardware & Licence Sales and Consulting to enhance the customer experience
•   Works with partner organisations and other third parties as required
•   Work closely with other ASMs to identify and develop innovative ways of delivering service to the customer
•   Support the ACS sales team in positioning ACS additional services and building service solutions
•   Manages documentation and uses Oracle business systems as appropriate   Responsibilities
•   Be the single point of contact within Oracle for the customer, acting as their advocate for the service you are responsible for delivering
•   Manage the contract or delivery engagement as defined by ACS line management, including creating and maintaining accurate documentation
•   Maintain the Oracle business systems to ensure systems are up to date with the correct/current information (resource assignment, timecards, rates, completion estimates, invoice details etc.) to ensure that services are delivered efficiently, invoices are generated in a timely manner and revenues are recognised promptly
•   Plan and deploy resources to ensure effective delivery within agreed budgetary constraints
•   Where appropriate create and maintain the ACS service delivery or project plan
•   Where appropriate (determined by contact type) create, maintain, communicate and achieve the quarterly revenue forecast for each contract
•   Driving Escalations internally and externally   Accountabilities
•   Proactively manage the contract/project delivery to completion / customer acceptance
•   Proactively report on any potential risks / issues that may impact service delivery or customer satisfaction
•   Manage any customer escalation that may arise
•   Ensure all contract-related systems and documentation required, either contractually or as part of a programme, are up to date and accurate
•   Monitor and report revenue forecast and margin estimates, revenue and margin achievements for each contract
•   Work in line with customer working practices and procedures, if contractually agreed
•   Operate in line with Oracle ACS’s business processes and procedures
•   Operate in line with Oracle Global and local HR policies and procedures   Job Requirements
•   Excellent communication / relationship building skills
•   Customer focussed and results oriented
•   Ability to work under pressure in highly escalated situations
•   Organised with strong attention to detail
•   Decision making / problem solving skills
•   Ability to manage multiple concurrent activities (customer engagements)
•   University Degree or comparable education/professional experience
•   Experience with the deployment of large IT environments and transformation to cloud
•   Perennial work experience in Support, Consulting, Education or Pre-Sales would be ideal
•   ITIL certification and experience with real life engagements
•   Project Manager experience with Certificate
•   Fluent German language and good English

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.

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.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Demonstrated success at Oracle for at least 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.

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).