Technical Account Representative (TAM) 4

Job Description

• 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 Oracles 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.

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• The Technical account Manager is responsible for maintaining and managing the ACS contract relationship with the customer.
• The TAM helps the customer leverage their ACS services coupled with their Premier Support contract to maximize the value from their Oracle investment and achieve desired business outcomes.
• Ensures that customers and decision makers are influenced and promptly resolves key issues and problems.

The TAMs responsibilities falls into five major areas:

• ACCOUNT MANAGEMENT, COORDINATION OF CONTRACT DELIVERABLES, CUSTOMER ADVOCACY, ESTABLISH SERVICE VALUE PROPOSITION, and assist with BUSINESS DEVELOPMENT.
• The specific details of their responsibilities and task will vary with the type of contract or contracts being covered.

ACCOUNT MANAGEMENT:

• Works proactively with the customer to understand key customer projects, pertinent goals, and customer KPIs.
• Develops an account plan and strategy for leveraging the acquired ACS services to achieve the desired value-based objectives.
• Perform ongoing account oversight and conduct periodic Account Reviews.

COORDINATION OF CONTRACT DELIVERABLES:

• Develop a Service Delivery Plan that maps key account objectives to specific contract deliverables identified with the ACS contracts.
• Manage the Delivery Plan, coordinate resource assignments, and manage Projects to drive the desired results and deliver high-value to the customer. Properly manage project efforts to prevent scope-creep and ensure optimal profit margin.

CUSTOMER ADVOCACY:

• Serves as the customer advocate within Oracle focusing on Support LOB issues, but also providing assistance across all lines of business.
• Customer advocacy needs the SDM both clearly articulating the customers position, but also manage the customers expectations (and represent the interests of Oracle).

ESTABLISH SERVICE VALUE PROPOSITION:The SDM works collaboratively with the customer and other members of the account team to understand the Key Business Specifications, the appropriate KPIs, and the associated Payback Avenues to drive ROI for the customer.BUSINESS DEVELOPMENT:

• Recognizes and solicits business opportunities within customer accounts and develops to the point where the sales organization can engage in deal pursuit.
• Demonstrates in-depth understanding of customers industries and core business processes, and their technical and business needs.
• Builds significant long-term relationships with key customer contacts.
• Significant background in Professional Services, Account Management, Project Management, Enterprise IT Management, Customer Support, Enterprise software deployments, and substantial Business Acumen. PMP and standard ITIL Certification is desirable.
• Strong interpersonal skills, Extensive customer face-to-face experience at middle or executive levels, Strong relationship building skills, Solid industry experience/knowledge Conflict management skills, time management and self management ability, Strong management skills, Expertise in large (multi-site or international project management, Business acumen, Strong team orientation.
• Substantial experience in IT/Account Management.

Keyskills :
marketingsupportactmanagementsoftwareprocesssystemssalesfficedevelopmentbusinesscustomeroperating