Technical Account Representative (TAM)-19001A2BPreferred Qualifications Technical Account ManagerCore ResponsibilitiesThe TAM is responsible for establishing and maintaining a delivery governance model with the customer at the operational, management and executive levels, as applicable.
The TAM maintains relationships with customer stakeholders, understanding and aligning their objectives and perceptions with the contract scope.
The TAM is expected to help the customer understand the wider Oracle Customer Services organization to enable their customers to maximize their experience and benefit of their Premier Support contract.
The TAM is responsible for the delivery to the contract terms, for the effective and efficient use of our resources, achieving the estimated contract margin and burn rate expectations.
The TAM communicates and manages customer satisfaction, perception of value and promotes renewals and extensions of contracts where appropriate.
The TAM identifies opportunities for Oracle to help the customer meet their IT and business objectives, and to support our sales teams in pursuit of incremental business in existing and prospective customers.
QualificationsSound project management skill and experienceSound experience in customer servicesGood communication and documentation skillSolid experience of Oracle ERPExperience of Oracle Database is a plus60% travel is expectedDetailed 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.Job duties are varied and complex utilizing independent judgment.
May have project lead role. 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.