Technical Account Manager (TAM) 4

Description de l'offre

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.

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.

Profil recherché

Qualifications :

ORACLE CORPORATION – ADVANCED CUSTOMER SERVICES (ACS)

TECHNICAL ACCOUNT MANAGER (TAM) - telecommuting anywhere in CA, WA, OR, MT, WY, UT, ID, NV, or AZ. Can go into an Oracle office if preferred.

Oracle's Advanced Customer Services (ACS) consists of diverse, highly skilled, specialized customer service professionals with experiences in program and project management, quality assurance, service management and support account management. The ACS Organization is a fast-paced dynamic support division that caters to delivering high impacting, mission critical and solutions support to Oracle customers.

ACS works closely with Global Customer Support (GCS) to deliver a high level of customer service to Oracle customers. ACS builds upon GCS to deliver the following key support offerings - Solutions Support (SSC), Advanced Monitoring and Resolution (AM&R), Priority Support, Mission Critical Support (MCS), and on-site support.

ACS is strategically positioned to provide proactive and reactive solutions that are tailored to the needs of the customers that are running Oracle products in high volume or mission critical environments. The goal of ACS is to help Oracle customers achieve high levels of system availability, stability, integrity and operational excellence.

Technical Account Managers (TAM) are customer advocates and trusted advisors whom align 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. The ACS Technical Account Manager (TAM) is responsible for overseeing and coordination of services delivered under contract to customers in the Advanced Customer Services organization. The TAM is the focal point for customer issues that arise under the scope of the contracted services.

The TAM works with Oracle ACS on-site ASEs (Advanced Support Engineers), customers, technical and management personnel, as well as with providers of services within Oracle (such as Oracle Support and Oracle Solution Support Centers) to facilitate issue resolution and high-quality service delivery. TAMs are leading contributors individually and as a team member, providing direction and mentoring to others. TAMs are self-directed and work is non-routine and very complex situations, involving the application of advanced technical/business skills.

Preferred qualifications:

·  Candidate must have at least ten (10) years of professional Information Technology experience;
·  Prior experience in a customer-facing role (internal customers OK), with an interest in being in such a role now;

·  Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences). Understanding of various technical architectures and operating systems including web-based applications, networks, RDBMS, etc.;
·  Minimum of three (3) years experience working with Oracle technologies: Solaris or Linux, Engineered Systems (i.e. Exadata), Oracle Database, Real Application Cluster, Active DataGuard, DB Vault, GoldenGate, Oracle Applications, etc.;
·  Candidate must hold a Bachelor's degree in Computer Science, Computer Engineering, Information Systems or related field

Objectives and Responsibilities

At the highest level, the objective of Customer Management is to achieve a very high level of Customer satisfaction with the service(s) that the Customer has purchased.

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.

TAMs are 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 Oracle advanced services contract, TAMs maintain relationships with Customer stakeholders, understanding and aligning their objectives and perceptions with the contract scope. In addition, they operate as the Oracle representative to the customer, aiding and facilitating customer communications and activities across other Oracle lines of business such as Global Customer Support, Consulting and Sales.

Whether a project, support or managed service, the TAM is the Customer's trusted advisor is responsible for proactively guiding the Customer to successful outcomes in the use of Oracle technologies to support their business.

Tasks include delivering to the contracted terms, effective and efficient use of Oracle delivery resources, achieving the estimated contract margin and managing burn rate expectations. The role also includes identifying risks with mitigation recommendations, escalation management and coordinating resources from across Oracle to provide resolution without need to escalate further. Management also includes the distribution of documents and deliverables and accurate record keeping, supporting business management that meets quality review and auditing expectations.

**This position is not eligible for sponsorship.**