JOB DESCRIPTION

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, 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 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 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. 

 

Responsibilities

Advanced Customer Services – Principal Technical Account Manager TAM (Database)

Oracle Advanced Customer Services is a Global Line of Business within the Oracle Support Services Organisation. 

Develop and manage the Oracle Support relationship for customers who have purchased an Advanced Customer Services (ACS) support contract. Strive to provide a high degree of satisfaction and protect and enhance Support revenue streams. 

Scope

• Manages designated portfolio of  contracts and works towards Customer Satisfaction
• Manages the overall service delivery defined by the contract which in many circumstances will involve parties or resources from other lines of business and/or Oracle business partners.
• Collaborates effectively with ACS sales and resourcing teams and other Oracle lines of business such Systems, Licence Sales and Cloud team
• Works with partner organisations and other third parties as required.
• Works closely with other TAMs to identify and develop innovative ways of delivering service to the customer.
• Supports the ACS sales team in selling ACS additional services. Instrumental in driving renewals and identifying opportunities for upsell.
• Manages documentation and uses Oracle business systems as appropriate

Technical Skills

• The candidate must have strong troubleshooting skills on Database and Database technology products
• Expertise in Performance issue analysis and providing resolution
• Guide customer on Oracle Database Best practices
• Should possess knowledge on implementation and supporting on Database Security Products like Transparent Data Encryption, Redaction, Data Vault, Masking.
• Should have knowledge of Data Guard, Golden Gate
• Possess strong troubleshooting skills on Real Application Cluster
• Should be able to guide and mentor team of engineers on Database Technology products
• Should possess knowledge and be able to articulate to customer the use cases of Advanced Compression, In-memory
• Knowledge on Oracle Enterprise Manage

Responsibilities

• Be the single point of contact within Oracle for the customer, acting as their advocate for the service you are responsible for delivering.
• The ACS TAM is a customer advocate and must demonstrate customer obsession by placing the client needs first.
• Provide technical guidance and be part of the customer calls/meeting on adoption of database technology
• Guide the team and customer technically during critical escalations
• Should possess strong technical skills on Database and DB products to advocate to customer the use cases and guide the customer and team of Oracle ACS Engineers through the lifecycle of Oracle Technology product adoption
• Manage the contract or delivery engagement as defined by ACS line management, including creating and maintaining accurate documentation
• Maintain the Oracle business systems to ensure systems are up to date with the correct/current information (resource assignment, timecards, rates, completion estimates, invoice details etc.) to ensure that services are delivered efficiently, invoices are generated in a timely manner and revenues are recognised promptly.
• Plan and deploy resources to ensure effective delivery within agreed budgetary constraints.
• Where appropriate create and maintain the ACS service delivery or project plan.
• Actively manage project forecast, identify risks and issues and opportunity for revenue collection (upside)

Accountabilities:

• Proactively manage the contract delivery to completion / customer acceptance
• Proactively report on any potential risks / issues that may impact service delivery or customer satisfaction
• Manage any customer escalation that may arise
• Ensure all contract-related systems and documentation either required contractually or as part of a program, are up to date and accurate
• Monitor and report revenue forecast and margin estimates, revenue and margin achievements for each contract 
• Work in line with customer working practices and procedures, if contractually agreed 
• Operate in line with Oracle ACS’s business processes and procedures
• Operate in line with Oracle Global and local HR policies and procedures

Personal Skills

• Strong experience in service delivery and/or project management is required.
• Oracle products and services knowledge will be highly appreciated as well as experience in Oracle HW platforms and OS.
• Experience on Enterprise Customers is required
• ITIL as well as Price2/PMP certification highly desirable
• Excellent communication / relationship building skills
• Customer focussed and results oriented
• Ability to work under pressure in highly escalated situations
• Organised with strong attention to detail
• Decision making / problem solving skills
• Ability to manage multiple concurrent activities (customer engagements)
• Highly professional: Ability to deal with senior and exec stakeholders with confidence
• Strong analytic skills and ability to pre-empt potential risks and issues

Required Skills

Database Performance Tuning 

Database Security

Database Technologies