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Technical Account Representative
4 months ago
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, reference ability and protect/enhance revenue streams. Advocates for customer and becomes a trusted advisor aligning with the stakeholders of their assigned g 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 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.
Career Level - IC4
Should be having experience of implementing and upgrade of Fusion HCM, exposure to Indian Banking sector is a plus Should have worked on the Support and Annuity customers Must have written complex business logics and calculations Need to contribute and manage in various streams of technical development like integration , data migration, reporting etc. 10+ years of industry experience in Fusion HCM Work experience in production support environment Interface with the customer representatives as and when needed Supervise all system administration, design, maintenance, and data modification functions for applications at customer places such as: Oversee the technical development process Good knowledge of Integrations with other 3rd Party Systems Support other ASE tech developers in new component development Lead efforts in maintaining optimal system performance and functionality and develop & implement improvement opportunities to increase effectiveness Provide adequate communication to management on weekly basis for customers Enhance and support automation activities utilizing existing technical capabilities Assist and provide technical support on issues to team, to ensure proper root cause analysis and quick remediation Provide guidance and support to the team on Peoplesoft as well and be the technical subject matter expert Willing to travel to the customer’s locations within India Your people responsibilities include Building a quality culture Lead by example Ability to work closely with users and provide a high level of customer service in a friendly, professional manner Strong analytical abilities and creative problem solving Excellent communication skills across cultures in English Integrity and a positive attitude Reliability and being a cooperative team player, consideration and respect for others Tact, patience, and the ability to handle stressful situations with aplomb High flexibility and commitment to personal goals and directions