Senior Technical Account Manager

KeyResponsibilities
Customer Engagement:
-Serves as the main point of contact for individual-level contracts providingcomprehensive business process product/service (e.g. hardware applicationssoftware) functionality and/or implementation knowledge in an advisory manner.
-Provides timely services in line with their practices procedures contractualbudgets leveraging contractual agreements.
-Maintains customer relations communicating with customers regularly to ensuresatisfaction. Provides updates on customer status to leadership.
-Educates customers on the most effective and efficient way to leverage Oracleservices products and tools providing feedback on customer organizationperformance.
Issue Resolution:
-Reviews service requests and gathers information from appropriate parties todetermine next steps.
-Identifies potential crises or concerns and works to resolve customer issuesand incidents in a timely manner leveraging comprehensive knowledge ofappropriate resources and other customer experience to develop customizedsolutions.
-Connects and/or escalates issues to appropriate teams to reach solutions andminimize impact on the business independently reporting pain points toleadership.
Account Management and Governance:
-Develops and maintains service delivery and project plans throughout theirlifecycle and ensures positive margins according to governance and accountmanagement expectations and contracted terms.
-Updates and maintains accurate customer account contract and service historyinformation.
-Independently conducts periodic account planning and account reviews trackingand communicating status on projects including risk identification andmitigation recommendations.
-Ensures up-to-date documentation of and maintains contract cost resources andscheduling and scope working to meet contract revenue and margin objectives.
-Identifies and submits delivery leads for new opportunities and contractrenewals.
Technical Delivery Management:
-Advises customers on optimal use and health or their Oracle product/serviceinvestment independently providing ongoing maintenance to optimize and ensureeffectiveness and performance of the product and/or service.
-Collaborates with cross-functional teams executing and contributing totechnical delivery plans.
-Independently acts as a liaison between customers internal and externalteams.
-Adheres to plans to ensure customers understand and are able to adopt productand service changes according to policies and best practices.
Innovation and Continuous Improvement:
-Works closely with peers to identify and develop innovative ways of deliveringservice and improving overall product and service utilization to achieve ROIgoals.
-Contributes to the team by providing guidance and sharing knowledge ofrelevant product service and/or support information or issues.
-Independently identifies opportunities for enhanced value for services.
-Provides input on the development of new services and/or processes remainingup-to-date with technological business and industry trends.

Core Responsibilities
Planning & Execution:
-Independently manages work monitoring timelines and deliverables to ensureprojects or initiatives stay on track and meet requirements. Proactivelyprioritizes work and adapts to resource or timeline shifts suggestingadjustments to maintain project efficiency.
Collaboration & Partnership:
-Collaborates across teams to align on expectations and achieve sharedobjectives. Builds and maintains a comprehensive understanding of businessstakeholder and/or customer needs to build and support effective listens to diverse perspectives and asks questions to ensureunderstanding of others.
Problem Solving:
-Independently identifies and addresses standard and non-standard issues inaccordance with standard practices escalating more complex issues asappropriate. Analyzes data and/or information from multiple sources totroubleshoot standard and non-standard errors. Contributes to knowledge sharingand best practices.
Continuous Learning:
-Embraces continuous learning by actively seeking to build knowledge and newskills and/or tools and staying current with industry trends and bestpractices. Seeks out and leverages feedback and training to improve to a culture of continuous learning and knowledge sharing with teammembers.
Continuous Improvement:
-Develops ideas and recommends updates to increase the efficiency andeffectiveness of processes protocols and workflows within a team. Seeks inputfrom team members on alternative approaches and methods for improving work.