Technical Account Representative (TAM) 4

Company: Oracle
Location: Salem
Posted on: November 26, 2022

Job Description:

Job DescriptionAccountable for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use of Oracles products and related implementation services. Maximize the customers' use of Support Services, drive a high degree of satisfaction, referenceability and protect/enhance revenue streams. Advocates for customer and becomes a trusted advisor aligning with the stakeholders of their assigned customers.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 customers 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.7-10 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.ResponsibilitiesORACLE'S CLOUD PRIORITY SUPPORT SERVICESThe Service Delivery Manager (also known as Technical Account Manager or TAM) serves as the single point of contact for Oracle Cloud customers who purchase Cloud Priority Service. The TAM is responsible for the following:Developing and maintaining operational relationships with Enterprise and Large Enterprise SaaS customers with Cloud Priority Service.Oracle Fusion Cloud - HCM, ERP, SCM, CPQ, Taleo - Technical Support Process Knowledge using these Fusion Cloud componentsOracle Fusion Cloud - Maintenance, Patching, Escalation, Cloud PortalThrough daily support activities, strive for a high degree of customer satisfaction resulting in a positive references for the products that we support as well as the Cloud Priority Service that we provide.Represent their customers as a single point of contact within Oracle Support Operations and partner with customer System Administrators and Leadership along with Oracle Leadership to bind them together in a working team.Handles day-to-day relationship and when necessary for crises or escalations, connects the appropriate parties to reach resolution.Teams with support to drive delivery of solutions. Works proactively with Customer Support (CS) engineers, CS Leadership, as well as the Cloud Operations and Development organizations so that customer prioritization is respected and achieved.Educates the customer on the effective and efficient way to use Oracle Support and products, tools, systems, interfaces and procedures.Drives internal processes to ensure the highest quality of service, and work with teams to improve as needed. Maintain accurate account information.Perform with a high level of autonomy, reporting to management regularly on customer status and striving to keep escalations at a minimum while keeping leadership apprised of any possible flare points.Contributes to the Onboarding, training and mentoring of new TAMs.Excels individually while contributing to the team dynamic by providing direction and mentorship of others in addition to sharing any relevant product information or issues with the team.Based upon interaction with customer team, makes recommendations to CSM for possible up-sell activities to include services, add-ons, etc.This position will be responsible for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use of Oracles products. In addition, this position will be a leader in ensuring overall customer satisfaction with Oracles products and related implementation services.This position will provide customers with regular assessments on the domains of strategy, process, governance, people and technology accompanied by recommendations for improvement in each area. The ATAM will act as the primary liaison between Oracle, the customer, and the system integrator with respect to the implementation. He/she will serve as Oracle's support/services lead to the customer and provide business process, application functionality, technology, and implementation expertise by delivering a combination of business specifications analysis, technical consulting and project management skills. The TAM is responsible for escalating issues across multiple business units within Oracle (e.g. Technical Support, Expert Services, Sales, Consulting, Product Development, etc.) and marshalling resources as necessary to resolve problems.Job duties are varied and complex utilizing independent judgment. May have project lead role. 7 - 10 years of professional Information Systems implementation experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences). Understanding of various technical architectures and operating systems including web-based applications, networks, RDBMS (Oracle, DB2, MS SQL Server), etc. Project Management (PMP) certification or extensive Project Management experience across global and diverse organizations. Industry experience is desired.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 Oracles products and related implementation services. Maximize the customers' use of Support Services, drive a high degree of satisfaction, referenceability and protect/enhance revenue streams. Advocates for customer and becomes a trusted advisor aligning with the stakeholders of their assigned customers.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 customers 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.7-10 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.If you are a Colorado resident, Please Contact us or Email us at oracle-salary-inquiries_us@oracle.com to receive compensation and benefits information for this role. Please include this Job ID: 117301 in the subject line of the email.Range and benefit information provided in this posting are specific to the stated location(s)New York City Pay Range: from $48.70 to $87.69 per hour; from $101,300 to $182,400 per annum; eligible for equity.Colorado Pay Range: from $43.56 to $83.08 per hour; from $90,600 to $172,800 per annum; eligible for equity.Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, as well as reflect Oracles differing products, industries and lines of business.Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.Oracle offers a comprehensive benefits package which includes the following:

• Medical, dental, and vision insurance, including expert medical opinion
• Short term disability and long term disability
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Flexible paid time off (unlimited or accrued vacation and sick leave)
• Paid parental leave
• Employee Stock Purchase Plan
• Adoption assistance
• Financial planning and group legal
• Voluntary benefits including auto, homeowner and pet insuranceAbout UsAs a world leader in cloud solutions, Oracle uses tomorrows technology to tackle todays problems. True innovation starts with diverse perspectives and various abilities and backgrounds.When everyones voice is heard, were inspired to go beyond whats been done before. Its why were committed to expanding our inclusive workforce that promotes diverse insights and perspectives.Weve partnered with industry-leaders in almost every sectorand continue to thrive after 40+ years of change by operating with integrity.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.Were committed to including people with disabilities at all stages of the employment process. If you would like accessibility assistance or accommodation for a disability at any point, let us know at +1.888.404.2494, Option 1.Disclaimer:Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.* Which includes being a United States Affirmative Action Employer

Keywords: Oracle, Salem , Technical Account Representative (TAM) 4, IT / Software / Systems , Salem, Oregon