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Job Description
Accountable 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 and related implementation services. Maximize the customers’ use of Support Services, drive a high degree of satisfaction, referenceability and protect/enhance revenue streams. Advocates for customer and becomes a trusted advisor aligning with the stakeholders of their assigned customers.
Leading contributor individually and as a team member, providing direction and mentoring to others. Build significant long-term relationships with key customer contacts. Understand the customer’s industry, as well as its technical and infrastructure environment, and translate it into Oracle solutions. Work collaboratively with Sales, the Customer Service Manager and the customers to determine their needs and identify appropriate solutions. Coordinate delivery of Support Services. Involvement in at least 5 successful customer engagements, focusing on customer service delivery and management. Conduct periodic Account Planning and Account Reviews, tracking and communicating status on complex projects including risk identification and mitigation recommendations. Execute Project Management principles – managing contract cost, resources and scheduling, scope and risk management. Identify and submit delivery leads for new opportunities and contract renewals. Has detailed knowledge and demonstrated execution of Oracle policies, procedures, reporting, escalation process and delivery tools with complex contracts. May take a project lead role. Work is non-routine and complex, involving the application of advanced technical/business skills in area of specialization.
7-10 years Enterprise implementation experience, IT Service management, Project management or Account Management experience and/or Advanced Educational degree. Project Management or Service Management certification is desirable – ITIL, PMP, Prince2 or University equivalent. Subject Matter expertise in industry or product(s). Ability to effectively communicate and engage with senior executives. Demonstrated expertise in large (multi-site or international) IT projects. Working Globally is desirable.
Responsibilities
Technical Account Manager (TAM) – Oracle SaaS
Our Team
Oracle Advanced Customer Services (ACS) enable organizations to leverage their Oracle investments to extend into the cloud with greater value, choice, and confidence. Oracle delivers enterprise-grade, end-to-end managed cloud services across its broad portfolio of business applications, middleware, database, and hardware technologies.
Oracle Advanced Customer Services has industry-leading expertise with the highest customer satisfaction to support customer business every step of the way.
Part of our growth strategy, we are recruiting an experienced Technical Account Manager (TAM) with extensive service delivery / operations background with Oracle SaaS products.
Our Ideal Candidate:
Our ideal candidate will typically be expected to demonstrate the following attributes:
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Good understanding on Oracle SaaS – HCM,ERP SCM Modules
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Experience with implementation and support of Oracle SaaS HCM / SCM Applications, including at least 2 full cycle projects
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Experience conducting a project management in cloud-based (Oracle SaaS) technology
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Hands-on Oracle SaaS HCM / SCM implementation experience
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Effectively manages scope and customer expectations on individual assignments
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Follows through on all assignments and takes ownership of client issues
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Coordinate with Product Manager and business partner to model, design, and build business solutions.
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Collaborate with customers and various teams to define requirements and lead projects from inception through delivery, including status updates, scope changes.
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Strong project management experience; PMP is desirable
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Should have a strong customer management skill
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Excellent team player, willing to learn new technologies & problem-solving skills
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Ability to multitask, maintain composure in high-stress/high-visibility situations and change priority as needed to accommodate a very dynamic business. Work in rotation Shifts
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Strong organization skills, detail oriented & communication skills
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University degree, with post graduate technical or management qualifications or other relevant experience.
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Fusion HCM / SCM Certification preferred
Your Qualifications:
The candidate should have 11+ years of experience in Oracle SaaS including Technical/Functional and Project/Program Management experience and have a track record in delivering large-scale global Application or infrastructure/database projects. High commitment with his/her customers is must.
The role will be based in Bangalore / Hyderabad / Delhi
Your R esponsibilities
Key tasks include, but are not limited to, the following:
SCOPE:
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As a TAM, manage the service delivery through virtual team of resources.
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Establish priorities & Service growth plans for customers aligned to Oracle’s Cloud Strategy.
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Manage customer requirements for upgrades and migration.
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Manage stakeholders, create and publish the project plans, and other documents
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Manage the project kick-off and governance throughout the project life cycle.
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Work on improvement initiatives as required
ACCOUNTABILITIES
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Review existing services & contracts and understand the scope thoroughly.
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Generate & manage service delivery plan, key deliverables, marshal resources as required, RACI, risks, issues and dependencies according to ACS standards.
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Deliver regular business and operational reviews to key business stakeholders.
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Implement Service Improvement policy and processes.
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Manage and co-ordinate changes in customer environments per customer strategy.
RESPONSIBILITIES
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Technology Change Management
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Contractual and Financial Control
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Service plans and Governance
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Problem and Incident Management
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Issue and Risk Management
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Escalation Management
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Best Practice Advice and Recommendations
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Business Development and Renewals
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Customer Satisfaction
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Provide leadership, motivation and direction
About Us
Diversity and 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.
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
