Technical Account Manager
1 month ago
The Advanced Customer Services (ACS) is a unit within the Oracle’s Customer Service Organization that establishes long-term relationships with many of Oracle's customers through annuity-based service contracts and project based one-time services. ACS services team sells from a broad IT-services portfolio both in fixed price and T&M basis. ACS services are typically requested by large Oracle customers that require the utmost attention to real mission critical applications and processes. ACS covers the majority of large scale Oracle customers.
The ideal candidate is the one who has Service Delivery experience for large Professional Services Contract and is a Subject Matter Expert in Oracle Middleware suite of products (Weblogic, J2EE, OHS, etc). He/She should guide the team in meeting contractual deliverables and act as a Point of Contact to understand customer business challenges and provide solution with Products and services. Act as a Technical Lead for the Middleware practise. This is an onsite role at customer site in New Delhi. The TAM is also responsible for the givernance of deliverables are responsible for maximize to the customer deliverables overcome manage.
Our customers will measure our contribution to their success based on the value they receive from our services. 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, 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 TAMs may manage in full or in part.
Responsibilities displayed in the job posting:
- 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.
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