Technical Account Representative (TAM)

Job description

**Job Description**



Oracle Customer Success Services is a Global Line of Business within the Oracle Support Services Organization.



**Role Purpose**

Primary: To successfully run the delivery of customer engagements according to the contractual details for both SaaS and on-premise service



Develop and lead the Oracle Support relationship for customers who have purchased an Customer Success Services (CSS) support contract.

Strive to deliver a high degree of satisfaction and protect and enhance Support revenue streams.



Scope



Runs designated portfolio of projects and/or contracts and works to objectives, as directed by Oracle Customer Success Services (CSS) line manager.



Leads 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 CSS sales and resourcing teams and other Oracle lines of business such Systems Support, Hardware & Licence Sales and Consulting to improve the customer experience.



Works with partner organisations and other third parties as the need arises.



Works closely with other TAMs to identify and develop innovative ways of delivering service to the customer.



Supports the CSS sales team in selling CSS additional services.

Instrumental in driving renewals and finding opportunities for upsell.



Handles 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.



The CSS TAM is a customer advocate and must demonstrate customer obsession by placing the client needs first.



Handle the contract or delivery engagement as defined by CSS 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 CSS service delivery or project plan.



Actively run project forecast, identify risks and issues and opportunity for revenue collection (upside)



Accountabilities:



Proactively lead the contract/project delivery to completion / customer acceptance



Proactively report on any potential risks / issues that may impact service delivery or customer satisfaction



Lead any customer concern that may arise



Ensure all contract-related systems and documentation either required contractually or as part of a program, are up to date and accurate



Supervise 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 CSS’s business processes and procedures



Job Requirements



With experience in service delivery and/or project management



Oracle products and services knowledge will be highly appreciated as well as experience in Oracle HW platforms and OS.



With experience on Enterprise Customers helpful



ITIL as well as Price2/PMP certification helpful



Good communication / relationship building skills



Customer focused and results oriented



Ability to work under stress in highly raised situations



Organised with proven attention to detail



Decision making / problem solving skills



Ability to run multiple concurrent activities (customer engagements)



Highly professional: Ability to take care of senior and exec customers with confidence



Strong analytic skills and ability to pre-empt potential risks and issues



Career Level - IC2



Career Level - IC2



**About Us**



As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.



We know that true innovation starts when everyone is empowered to contribute.

That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.



Oracle careers open the door to global opportunities where work-life balance flourishes.

We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options.

We also encourage employees to give back to their communities through our volunteer programs.



We’re committed to including people with disabilities at all stages of the employment process.

If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling +1 888 404 2494 in the United States.



Oracle is an 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 and protected veterans’ status, or any other characteristic protected by law.

Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

Required Skill Profession

Other General