Technical Account Representative

Job Description

Key Focus:
This position will be responsible for providing Partners and Customers with the guidance and support needed based on their needs. It could be throughout the full life cycle of implementation to ensure successful and most effective use of Oracle's products or it could be one off situations where Partner/Customer facing a show stopper issue need quick resolution to be able to go-live with their implementation. In addition, this position will be a leader in ensuring overall Customer satisfaction.Distinguishing Characteristics of Role:
This position will work closely with the Oracle Cloud Catalyst Partner Support Manager in ensuring quick action and resolution to any/all issues that are brought to the table. The issues would be of utmost severity needing timely resolution. In addition, provide Cloud Catalyst Partner Program with regular updates/assessments on the domains of strategy, process, governance, people and technology accompanied by recommendations for improvement in each area. The TAM will act as the main liaison between Oracle Cloud Catalyst Partner Support Managers/Partner Point of Contact Manager and various stakeholders with respect to the implementation. They will serve as strategic advisor to Customer and provide application functionality, technology and implementation expertise by delivering a combination of technical consulting and project management skills as needed. The TAM will be responsible for advancing issues across multiple business units within Oracle (e.g. Technical Support, Expert Services, Sales, Consulting, and Product Development) and marshaling resources as necessary to resolve problems.

Example of Duties:

- Provide reactive and proactive implementation advice and guidance which may include suggested services by other organizations or partners.
- Identify key risks and mitigation strategies that may impact the success of the project
- Act as Customer advocate internally to ensure proper focus on red account and/or product related issues within Technical Support and Engineering.
- Advise implementation project team on optimal design and use of Oracle products.
- Understands and can articulate entire product line and architecture.
- Ability to problem solve technical issues at a high level to determine appropriate path to resolution.
- Provide product specific functional guidance and standard processes across the Oracle product sets.
- Develop trusted advisor relationship with key personnel (Business and IT) at Partner/Customer.
- Provide objective impartial advice to Partner/Customer in relation to their implementation.
- Act as liaison between Oracle Cloud Partner Catalyst Program Team and other Oracle Internal Support teams for implementation related issues/questions.
- Identifies new license/services opportunities in existing Customer as well as opportunities with new Customers.
- Helps sell/renew TAM services to new and existing Customers.
- Provides overview of Oracle's Customer care model and articulates TAM and Expert Services value proposition.
- Maintains productive relationship with license sales organization as part of managing the account as a whole.
- Participates in sharing knowledge and improvements in efficiency and effectiveness that positively impact profitably and competitive advantage.
- Suggests ideas for improvements to process, results, methodology, standard processes, training and career development.

Qualifications:

- Requires B.A or B.S or equivalent experience.
- A minimum of 7 years of professional Information Technology experience.
- Demonstrated experience in package systems implementation (CRM, ERP, HCM, Consulting experience) preferably Oracle's products.
- Understanding of various technical architectures and operating systems including web-based applications, networks, RDBMS (Oracle, DB2, MS SQL Server), etc.
- OCI/IaaS/PaaS/SaaS experience a plus.
- Project Management certification or extensive Project Management experience across global and diverse organizations a plus.
- Industry experience is desired.

Competency Requirements:Communication, Presentation, Decision Making, Customer Focus, Quality, Planning and Organizing, Problem Solving, Product Mastery, Technical/Professional Depth & Credibility.Travel:Up to 25%

Key Focus:
This position will be responsible for providing Partners and Customers with the guidance and support needed based on their needs. It could be throughout the full life cycle of implementation to ensure successful and most effective use of Oracle's products or it could be one off situations where Partner/Customer facing a show stopper issue need quick resolution to be able to go-live with their implementation. In addition, this position will be a leader in ensuring overall Customer satisfaction.Distinguishing Characteristics of Role:
This position will work closely with the Oracle Cloud Catalyst Partner Support Manager in ensuring quick action and resolution to any/all issues that are brought to the table. The issues would be of utmost severity needing timely resolution. In addition, provide Cloud Catalyst Partner Program with regular updates/assessments on the domains of strategy, process, governance, people and technology accompanied by recommendations for improvement in each area. The TAM will act as the main liaison between Oracle Cloud Catalyst Partner Support Managers/Partner Point of Contact Manager and various stakeholders with respect to the implementation. They will serve as strategic advisor to Customer and provide application functionality, technology and implementation expertise by delivering a combination of technical consulting and project management skills as needed. The TAM will be responsible for advancing issues across multiple business units within Oracle (e.g. Technical Support, Expert Services, Sales, Consulting, and Product Development) and marshaling resources as necessary to resolve problems.Example of Duties:

- Provide reactive and proactive implementation advice and guidance which may include suggested services by other organizations or partners.
- Identify key risks and mitigation strategies that may impact the success of the project
- Act as Customer advocate internally to ensure proper focus on red account and/or product related issues within Technical Support and Engineering.
- Advise implementation project team on optimal design and use of Oracle products.
- Understands and can articulate entire product line and architecture.
- Ability to problem solve technical issues at a high level to determine appropriate path to resolution.
- Provide product specific functional guidance and standard processes across the Oracle product sets.
- Develop trusted advisor relationship with key personnel (Business and IT) at Partner/Customer.
- Provide objective impartial advice to Partner/Customer in relation to their implementation.
- Act as liaison between Oracle Cloud Partner Catalyst Program Team and other Oracle Internal Support teams for implementation related issues/questions.
- Identifies new license/services opportunities in existing Customer as well as opportunities with new Customers.
- Helps sell/renew TAM services to new and existing Customers.
- Provides overview of Oracle's Customer care model and articulates TAM and Expert Services value proposition.
- Maintains productive relationship with license sales organization as part of managing the account as a whole.
- Participates in sharing knowledge and improvements in efficiency and effectiveness that positively impact profitably and competitive advantage.
- Suggests ideas for improvements to process, results, methodology, standard processes, training and career development.

Qualifications:

- Requires B.A or B.S or equivalent experience.
- A minimum of 7 years of professional Information Technology experience.
- Demonstrated experience in package systems implementation (CRM, ERP, HCM, Consulting experience) preferably Oracle's products.
- Understanding of various technical architectures and operating systems including web-based applications, networks, RDBMS (Oracle, DB2, MS SQL Server), etc.
- OCI/IaaS/PaaS/SaaS experience a plus.
- Project Management certification or extensive Project Management experience across global and diverse organizations a plus.
- Industry experience is desired.

Competency Requirements:Communication, Presentation, Decision Making, Customer Focus, Quality, Planning and Organizing, Problem Solving, Product Mastery, Technical/Professional Depth & Credibility.Travel:Up to 25%

Career Level - IC4

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