Dell has flagged the Technical Sales Representative job as unavailable. Let’s keep looking.

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.

Customer Success Services Technical Account Manager (CSS TAM) – An Overview

The CSS TAM organization consists of diverse, highly-skilled, specialized customer service professionals with experiences in program and project management, quality assurance, service management and support account management. TAMs are customer advocates and aspire to become trusted advisors aligning themselves with the stakeholders of their assigned customers. They combine experience, knowledge and skill to aid their customers in delivering upon their IT strategy, overcome challenges and meet business goals.

Core TAM Role: High Level Objectives

At the very summary level, the objective of a TAM is to achieve a very high level of customer satisfaction with the CSS service(s) that the customer has purchased.

To achieve this, the TAM must ensure they deliver upon these objectives:

  • Manage the delivery of CSS services within the terms of the contract.
  • Deliver the service in accordance with documented CSS service delivery procedures.
  • Establish and maintain a delivery governance model with the customer.
  • Provide regular, formal value-oriented reviews of contract achievements and status.
  • Provide feedback to the customer on the performance of its organization.
  • Monitor and track the profitability of delivering the service in line with the CSS business KPIs.
  • Identify incremental opportunities to assist the customer in achieving its business objectives.

TAMs provide best practice advice and guidance regarding the implementation, deployment support and operation of Oracle applications, technology and hardware infrastructure. This enables customers to make fully informed decisions to help them maximize the business value of their Oracle investment and achieve the desired business outcomes while minimizing risk. The TAM will drive recommendations through to resolution by working with customer stakeholders to ensure appropriate level of sponsorship and prioritization.

TAM Core Responsibilities

While the contract scope, deliverables, and delivery model of CSS engagements vary, the core responsibilities remain common regardless of the contractual basis, the technology (applications, core technologies or hardware infrastructure) or the customer’s deployment phase (project delivery, operations or system optimization).

The core TAM responsibilities are as follows:

Customer Management

The TAM is responsible for establishing and maintaining a delivery governance model with the customer at the operational, management and executive levels, as applicable. As the customer’s primary point of contact for the delivery of the CSS contract, TAMs maintain relationships with customer stakeholders, understanding and aligning their objectives and perceptions with the contract scope. Tasks include escalation management, orchestrating resources from across Oracle to provide resolution without need to escalate further, and serving as the customer trusted advisor, identifying risks where applicable, and proactively guiding the customer to successful outcomes in the use of Oracle technologies to support their business. The TAM is also 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.

Service Management

Whether a project or a support service, the TAM is responsible for the delivery to the contract terms, for the effective and efficient use of CSS resources, achieving the estimated contract margin and burn rate expectations. Management also includes the distribution of documents and deliverables, accurate record keeping in order to support business management that meet quality review and audit expectations.

Business Development

TAMs communicate and manage customer satisfaction, perception of value and promote renewals and extensions of contracts where appropriate. They should identify other opportunities for Oracle to help the customer meet their IT and business objectives, and to support the CSS sales teams in pursuit of incremental business in existing and prospective customers.

The Ideal Candidate

The ideal candidate will typically be expected to demonstrate the following attributes:

  • Good technical knowledge on Oracle technology such as Database, Middleware, Exadata, Oracle Cloud Infrastructure (OCI), etc.
  • Some functional understanding on Oracle SaaS - HCM, ERP SCM Modules would be a plus point.
  • Experience conducting a project management in on Premises or cloud-based (Oracle SaaS) technology
  • Effectively manages scope and customer expectations on individual assignments
  • Follows through on all assignments and takes ownership of client issues
  • Available 24x7 attending customer issue and support.
  • 24x7 escalation management with Oracle Product and Development team in resolving customer critical issue.
  • Collaborate with customers and various teams to define requirements and lead projects from inception through delivery, including status updates, scope changes.
  • Strong project management experience; PMP is desirable
  • Should have a strong customer management skill 
  • Excellent team player, willing to learn new technologies & problem-solving skills
  • Ability to multitask, maintain composure in high-stress/high-visibility situations and change priority as needed to accommodate a very dynamic business.
  • Strong organization skills, detail oriented & communication skills
  • University degree, with post graduate technical or management qualifications or other relevant experience.

Life at Oracle and Equal Opportunity

An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles to perform crucial job functions.

That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

Disclaimer: 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.

  • Which includes being a United States Affirmative Action Employer

https://www.oracle.com/corporate/careers/diversity-inclusion/

An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.

That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

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.

  • Which includes being a United States Affirmative Action Employer
Read Full Description
Confirmed 15 hours ago. Posted 30+ days ago.

Discover Similar Jobs

Suggested Articles