The Technical Account Manager (TAM) is an experienced professional with proven client management skills, product lifecycle management across the full product stack, strong interpersonal and project management 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 role is responsible for protecting and enhancing Support revenue streams into these designated accounts.

Responsibilities include\:

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

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

• Assist other roles / business groups in the development and maintenance of the customers support account plan.

• Create and maintain the customer deliverables like, Service Delivery Plan’s for designated customer accounts.

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

• 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 and 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

Relevant Experience

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

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

• Understanding of Project Management methodologies (PMP, Prince2) certification or extensive Project Management experience across global and diverse organizations.

• 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.

• 5 year’s customer-facing internal/external consultative experience.

• Leadership in ensuring customer success.

!|!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.

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.!|!