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Technical Account Representative

4 months ago

Bengaluru, India Oracle Full time
  • 10+ years of Customer Advocacy skills with experience in handling large implementation and migration projects. Must be willing to work per customer timezone (EST). In-depth knowledge of Service Management, Including ITIL. Proven track record in implementing and enhancing service management practices. Excellent Communication and customer service skills for seamless collaboration with internal IT teams, Customers, Partner.
  • 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 specialization. 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 resolution.
  • 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.