Oracle Corporation – New Zealand
Global Job Grade
Technical Account Manager
Technical Account Manager (TAM)
LINE OF BUSINESS
Oracle Support Services – Advanced Customer Support
REPORTS TO (Job Title Only)
NZ Delivery Manager
DIRECT REPORTS TO THIS ROLE
The Technical Account Manager (TAM) (sometimes referred to as a Service Delivery Manager (SDM)) is an experienced professional with proven client management skills, product lifecycle management across the full product stack, strong interpersonal project management skills and proven capability to build effective relationships into the customer’s management and across Oracle lines of business. They are responsible for managing the delivery and scope of contracts and services into designated accounts; ensuring quality, customer satisfaction, and referenceability. The role is responsible for protecting and enhancing Support revenue streams into these designated accounts.
·Work across all Oracle lines of business to ensure seamless delivery of services to the customer.
·Manage the customer / delivery engagement to the customer as defined by Oracle Support Services line management.
·Assist other roles / business groups in the development and maintenance of the customers support account plan.
·Create and maintain the customer deliverables like, Service Delivery Plan’s for designated customer accounts.
·Manage the delivery of customer engagements – resource mgmt, governance, issue management, delivery planning and reviews, including providing standard and regular reporting, etc
·Manage delivery communications with the customer including planning, change management, and satisfaction.
·Advise on, and drive the change of, Oracle Support engagement practices in the account, such as systems, tools and interfaces.
·Act as Situation Manager for both technical and business focused issues, including proactive escalation as appropriate related to the delivery of services to the customer.
·Understand the customers’ business objectives, requirements and environment, and ensure Oracle Support Services takes these into account when servicing the customer.
·Provide proactive communication regarding the customers business and technology and requirements to Oracle staff and regarding Oracle capabilities to customer staff.
·Assist in renewal of Support contracts and contribute to pre-sales activities.
·Identify additional opportunities for customers to engage with all Oracle lines of business, such as technical events and business seminars.
·Provide a leadership role for the delivery team for ACS services into the customer account
·Manage the delivery of ACS services within the terms of the contract.
·Deliver the service in accordance with documented ACS service delivery procedures.
·Establish and maintain a delivery governance model with the customer.
·Provide regular, formal value-oriented reviews of contract achievements and status.
·Provide feedback to the customer on the performance of its organization and potential risks.
·Monitor and track the profitability of delivering the service in line with the ACS business KPIs.
·Identify incremental opportunities to assist the customer in achieving its business objectives.
·Establish and maintain the referenceability of the account with other Oracle lines of business.
·Manage any service delivery escalations that may arise, and coordinate the resolution of escalated or other high priority customer issues.
·Provide regular progress reviews and share information, methodologies, and good practice to the account(s) and the relevant Oracle lines of business.
·Ensure all accounts have up-to-date information and knowledge about relevant Oracle products and services.
·Ability to manage time and work flow to meet service delivery requirements.
·Accountable for customer satisfaction with Oracle Advanced Customer Services
·Support the sales teams on developing new opportunities and renewing existing ones
Across a number of customer engagements your time is expected to be allocated
·60% Service / Account Management - Managing customers needs and the delivery of agreed services
·30% Project Management - Ensure overall project success and customer satisfaction – covering large projects to small SoW.
·10% Business Development - Interact with customer management and turn over leads for additional sales and services to Sales and Practice Managers
RELEVANT EXPERIENCE and TRAINING
Knowledge and Skills:
*A Bachelor’s degree in Computing Science, Commerce, or equivalent.
* Understanding of service delivery best practice (eg, ITIL, COBIT).
*Understanding of Project Management methodologies (eg, PMP, Prince2, Agile) certification or extensive Project Management experience across global and diverse organizations.
* Experience working in matrix management environments.
* Demonstrated experience with Enterprise-level package solutions or the use of technology in a business context.
*Understanding of various technical architectures and operating systems
*Strong verbal and written communication skills, especially "face-to-face" experience at middle or executive levels
* Strong influencing and negotiating skills.
*Experience in Software and / or professional services Industry.
*5+ year’s customer-facing internal/external consultative experience.
*Leadership in ensuring customer success.
I = Intermediate
S = Skilled
A = Advanced
E = Expert
(* = Critical)
3.Results Orientation (*)
4.Planning and Organising (*)
6.Change Orientation (*)
7.Critical Thinking and Analysis
1.Knowledge of Sales Cycle and Process
3.Technical Awareness (*)
5.Knowledge of Support Processes (*)
7.Knowledge of Project Implementation Processes
1.Influencing and Negotiating
2.Customer Focus (*)
3.Building Effective Relationships (*)
1.Business Acumen (*)
2.Organisational Sensitivity and Awareness
Detailed Description and Job Requirements
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 Oracle’s products. In addition, this position will be a leader in ensuring overall customer satisfaction with Oracle’s 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.
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Demonstrated success at Oracle for at least 3 years and as a Technical Account Manager for at least 2 years, including involvement in at least 5 successful customer deployments. Recommended 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.