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  • Posted: Jan 3, 2022
    Deadline: Not specified
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    Oracle Corporation is an American multinational computer technology corporation headquartered in Redwood City, California, United States. The company specializes in developing and marketing computer hardware systems and enterprise software products - particularly its own brands of database management systems. As of 2011, Oracle is the second-largest softw...
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    ACS Principal Technical Account Manager

    Role Purpose 

    • Primary: To successfully manage the delivery of customer engagements according to the contractual details. 
    • 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 projects and/or contracts and works to objectives, as directed by Oracle Advanced Customer Services (ACS) line manager.
    • 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 Support, Hardware & Licence Sales and Consulting to enhance the customer experience.
    • 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.

    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.
    • 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/project 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.

    Method of Application

    Interested and qualified? Go to Oracle on oracle.taleo.net to apply

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