Technical Account Representative (TAM) 4

Our customers will measure our contribution to their success based on the value they receive from our services. Service Delivery Manager / Technical Account Manager (TAMs) are responsible for the overall governance and technical service delivery.   They help customers maximize the business value of their Oracle investments, achieving the desired business outcomes while minimizing risk. To do this, SDM/TAMs must become trusted advisors to the customer, ensure consistency and quality of deliverables, help customers deliver their IT strategy, overcome challenges and meet business goals, and use leading practices for successful Oracle technology and Cloud deployments and operations. The Services Portfolio includes Managed Services, On-Premise, Hybrid Cloud, Applications, Platforms and Databases (SaaS/PaaS/IaaS), and Security services that SDM/TAMs may manage in full or in part.

Career Level - IC4

• Develop and Manage the Oracle Customer Relationships by forming long term customer relationships with key customer contacts.  Work is non-routine and complex, involving the application of advanced technical/business skills in area of specialisation. Provides direction and mentoring to more junior team members. Understand customer’s industry drivers,  organization structure and key stakeholders, key projects and goals, and critical success factors as well as technical infrastructure and roadmap.
• Work collaboratively with sales, the delivery teams and customers to identify appropriate solutions.
• Coordinate delivery of Oracle Services, operating as the primary delivery contact to the customer, aiding and facilitating customer communications and activities across other Oracle lines of business.
• Responsible for delivering to the contracted terms, effective and efficient use of Oracle delivery resources, achieving the contract margin and revenue objectives.
• Identify and submit delivery leads for new opportunities and contract renewals.
• Act as a point of contact for any major incidents, responsible for managing communication and customer expectations through to resolution, including planning, change management, and satisfaction..
• Establish and maintain a delivery governance model with the customer at the management and executive levels.
• Perform scope and risk management.
• Contribute to initiatives for Oracle delivery organizational process improvement and tool development.
• Conduct periodic Service Account Planning and Account Reviews.
• Manage the delivery of customer engagements – resource mgmt, governance, issue management, delivery planning and reviews, including providing standard and regular reporting, etc
• Understand the customers’ business objectives, requirements and environment, and ensure Oracle Support Services takes these into account when servicing the customer.
• Provide a leadership role for the delivery team for Customer Success Services into the customer account
• Manage Projects to scope, timeline and financial constraints                                                                                                                                                                                                                                                                                                                                                                                                                                                                              #LI-DNI
   

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