Technical Account Representative

2 weeks ago

Mumbai, Maharashtra, India Oracle Full time

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

• Good functional understanding on Oracle SaaS - HCM,ERP SCM Modules

• Experience with implementation and support of Oracle SaaS HCM / SCM Applications, including at least 2 full cycle projects

• Experience conducting a project management in cloud-based (Oracle SaaS) technology

• Hands-on Oracle SaaS HCM / SCM /ERP implementation experience

• Effectively manages scope and customer expectations on individual assignments

• Follows through on all assignments and takes ownership of client issues

• Coordinate with Product Manager and business partner to model, design, and build business solutions.

• 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. Work in rotation Shifts

• Strong organization skills, detail oriented & communication skills

• University degree, with post graduate technical or management qualifications or other relevant experience.

• Fusion HCM / SCM Certification preferred
 

Your Responsibilities  

Key tasks include, but are not limited to, the following:

SCOPE:

As a TAM, manage the service delivery through virtual team of resources. Establish priorities & Service growth plans for customers aligned to Oracle's Cloud Strategy. Manage customer requirements for upgrades and migration. Manage stakeholders, create and publish the project plans, and other documents Manage the project kick-off and governance throughout the project life cycle. Work on improvement initiatives as required

ACCOUNTABILITIES

Review existing services & contracts and understand the scope thoroughly. Generate & manage service delivery plan, key deliverables, marshal resources as required, RACI, risks, issues and dependencies according to ACS standards. Deliver regular business and operational reviews to key business stakeholders. Implement Service Improvement policy and processes. Manage and co-ordinate changes in customer environments per customer strategy.

Responsibilities

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.

Leading contributor individually and as a team member, providing direction and mentoring to others. Display authority, confidence, and a significant understanding of customer's business strategies and industry trends. Develop and manages Oracle Support relationship with a designated large account(s). Establish professional relationships with key customer contacts to ensure the highest level of customer satisfaction. Develop significant high-level customer contacts and relationships. Coordinate delivery of Support Services to meet customer goals and objectives, and drive contract renewal. Identifies and submit Delivery Leads for new opportunities, work collaboratively with Sales, the Customer Support Manager and the customers to determine their needs and identify appropriate solutions. Lead complex Account Planning and Account Reviews, tracking and communicating status on complex projects including risk identification and mitigation recommendations. Executes Project and Contract Management- contract cost, resources and scheduling, scope and risk management. Provide leadership and expertise in the development of new products/services/processes, frequently operating at the leading edge of technology. Lead initiatives for organizational process and tool development and improvement. Contribute to the organization at a regional level to drive regional and global strategy execution. Has detailed experience and demonstrated execution of Oracle policies, procedures, reporting, escalation process and delivery tools with complex contracts. Often takes a project lead role. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization.

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