The Technical Account Manager (TAM)establishes and maintains professional relationships with customer executives to ensure the highest level of customer satisfaction. The TAM aligns contracted services with customer goals and objectives, and provides advice and guidance to executives for maximum ROI and customer success. Coordinates delivery of all Advanced Customer Services and liaises with other Oracle LOBs to meet customer goals and objectives, and ensure contract renewal and customer referenceability. The candidate will be responsible for managing complex Cloud projects, and interact with C-Level stakeholders.
The Technical Account Manager's overall responsibilities are:
The TAM will be managing projects and service delivery for Advanced Customer Services (ACS) including Managed Cloud Services for customers operating On Premise, In Transition to Cloud as well as customers already in Private or Public Cloud. Build and maintain C-Level relationships with customers' stakeholders, participate in Business Development, and act as trusted advisor for Oracle customers. The TAM needs to coordinate with different LOBs to enlarge Oracle Footprint in managed accounts. We support customers mission critical business processes and operate across all sectors in private and public sector.
The candidate would ideally have 5-10 years experience with Project Management, Account Management and IT Service Management. Experience from Implementation projects and Support Services also relevant. Project Management or Service Management certification is desirable - ITIL, PMP, Prince2 or University equivalent. Subject Matter expertise in industries such as Telco, Finance, Public Sector and Utilities can be useful. The TAM should be capable of effectively communicating and engaging with senior executives. Demonstrated expertise in large (multi-site or international) IT projects will be positive.
The job may require international travel, and experience with working Globally is desirable. The ideal candidate displays authority, confidence, and a significant understanding of customers' business strategies and industry trends. Develops strong executive relationships. Superior interpersonal skills is a must, as the job entails extensive customer face-to-face interaction at middle or executive levels. Gulf experience will be preferred. Previous experience with managed services contracts is highly desirable. Technical background with proven track record of engaging in complex IT projects, especially ERP and Infrastructure management projects.
Detailed Description and Job Requirements
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 complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).