Technical Account Representative (TAM) - Oracle SaaS Functional

Our Team

Customer Success Services (CSS) enable organizations to leverage their Oracle investments to extend into the cloud with greater value, choice, and confidence. Oracle delivers enterprise-grade, end-to-end managed cloud services across its broad portfolio of business applications, middleware, database, and hardware technologies.

Customer Success Services has industry-leading expertise with the highest customer satisfaction to support customer business every step of the way.

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.

Part of our growth strategy, we are recruiting an experienced Technical Account Manager (TAM) with extensive service delivery / operations background with Oracle SaaS products.

Our Ideal Candidate:

Our ideal candidate will typically be expected to demonstrate the following attributes:

• Good understanding on Oracle SaaS and ERP / SCM /HCM Modules
• Governance experience - Oversight and Direction, Alignment with Business Goals and value realization, Risk management, Continuous Improvement
• Experience with implementation and support of Oracle SaaS ERP / SCM Applications, including at least 2 full cycle projects
• Good experience in managed services (day2-support) projects as an Individual contributor or a lead subject matter expert
• Experience conducting a project management in cloud-based (Oracle SaaS) technology
• Hands-on Oracle SaaS ERP / SCM /HCM implementation experience
• Understand OCI, PaaS applications and how it integrates with SaaS applications.
• Ability to review the solution design and Root Cause Analysis documentation.
• Good knowledge of Artificial Intelligence and specifically the embedded SaaS AI features
• Effectively manage scope and customer expectations on individual assignments
• Follow through on all assignments and takes ownership of client issues.
• Coordinate with Product Manager and business partner to model, design, and build business solutions.
• Collaborate with customers and various teams to define requirements and lead projects from inception through delivery, including status updates, scope changes.
• Strong project management experience; PMP is desirable
• Should have a strong customer management skills.
• Excellent team player, willing to learn new technologies & problem-solving skills
• Ability to multitask, maintain composure in high-stress/high-visibility situations and change priority as needed to accommodate a very dynamic business. Work in rotation Shifts
• Strong organization skills, detail oriented & communication skills
• University degree, with post graduate technical or management qualifications or other relevant experience.
• Fusion ERP / SCM / HCM Certification preferred.

The candidate should have 15+ years of experience in Oracle SaaS including Technical/Functional and Project/Program Management experience and have a track record in delivering large-scale global Application. High commitment with customers is must.

Career Level - IC4

Your Responsibilities

Key tasks include, but are not limited to, the following:

SCOPE:

• As a TAM, manage the service delivery through virtual team of resources.
• Establish priorities & Service growth plans for customers aligned to Oracle’s Cloud Strategy.
• Manage customer requirements for upgrades and migration.
• Manage collaborators, create and publish the project plans, and other documents
• Manage the project kick-off and governance throughout the project life cycle.
• Work on improvement initiatives as required

ACCOUNTABILITIES

• Review existing services & contracts and understand the scope thoroughly.
• Generate & manage service delivery plan, key work you're doing, marshal resources as required, RACI, risks, issues and dependencies according to CSS standards.
• Deliver regular business and operational reviews to key business collaborators.
• Implement Service Improvement policy and processes.
• Manage and co-ordinate changes in customer environments per customer strategy.

RESPONSIBILITIES

• Service plans and Governance
• Contractual and Financial Control
• Problem and Incident Management
• Issue and Risk Management
• Critical issue Management
• Standard Process Advice and Recommendations
• AI Adoption
• Business Development and Renewals
• Customer Satisfaction
• Provide leadership, motivation and direction