Role Purpose 
Primary: To successfully manage the delivery of managed cloud customer engagements according to the contractual details. 

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 via coordination with sales teams. 

Scope

• Manages designated portfolio of projects and/or contracts and works to objectives, as directed by the Oracle Advanced Customer Services (ACS) organization.
• Manages 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, operational and resourcing teams and other Oracle lines of business such Applications and Systems Support, Hardware & Licence Sales and Consulting to enhance the customer experience.
• Works with partner organisations and other third parties as required.
• Works closely with other TAMs and the wider ACS service delivery organization to identify and develop innovative ways of delivering service to the customer.
• Supports the ACS sales team in selling ACS additional services and creating sales leads.
• Manages documentation and uses Oracle business systems as appropriate.

Responsibilities

• Be the single point of contact for Oracle ACS Managed Cloud customers, acting as their advocate for the service you are responsible for delivering within the Oracle organization.
• 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 (reporting, 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.
• Create and maintain ACS service delivery/project plans.
• Where appropriate create, maintain, communicate and achieve the revenue forecast for each contract.

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 and develop account service plans.
• Manage any customer escalation that may arise and drive it within and without the organization.
• Ensure all contract-related systems and documentation either required contractually or as part of a program, are up to date and accurate.
• Monitor and report revenue forecast and margin estimates, revenue and margin achievements for each contract where appropriate.
• Work in line with customer working practices and procedures, if contractually agreed or permitted.
• Operate in line with Oracle ACS’s business processes and procedures.
• Operate in line with Oracle Global and local HR policies and procedures.

Personal Skills

• Strong experience in service delivery and/or project management is required.
• Oracle products and services knowledge are a definite advantage, as well as experience in with HW platforms and OS.
• Experience working with cloud environments and architecture.
• Experience handling enterprise-level customers is required.
• ITIL, Prince2/PMP and cloud certifications highly desirable
• Proven communication / relationship building skills.
• Customer focused and results oriented.
• Ability to work under pressure in highly escalated situations, liaising with multi-level and multi-role contacts.
• Organised with strong attention to detail.
• Decision making / problem solving skills.
• Ability to manage multiple concurrent activities (customer engagements).

• Fluent English is also a must and French is an asset.

 

 

 

This Associate 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.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. 5 - 7 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 Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.