Senior Technical Account Manager (TAM)

This Position is for the Fusion SaaS Functional Technical Account Manager (TAM) Role. Should have good experience in managed services (day2-support) projects as an Individual contributor or a lead subject matter expert role in Human Capital Management (HCM) Product Pillar and have complete visibility to Hire to Retire cycle. Should be well aware of AI for SaaS Applications. Exposure to prior hybrid cloud SaaS support/ Production Support Experience will be an added advantage.

Responsibilities include providing excellence in Customer service support management and project governance. The focus of this position is to provide Customer Service on a functional level and to ultimately drive complete and total resolution of each issue reported by customer along with the dedicated pool of delivery engineers onsite/remote. Should be able to review the solution design and Root Cause Analysis documentation. The key skills used on a daily basis are - high level of Functional skills Oracle SaaS product & services knowledge problem management and customer interaction/service expertise.

Strong Customer interactions at every level and service orientation so that you can understand customers critical situations and accordingly provide the response and mobilize the organizational resources while setting realistic expectations to customers. Strong executive communication presentation skills good operations management and innovation orientation so you can continually improve the processes using methods tools and utilities lastly able to hold executive level quarterly business reviews to showcase the business value contribute to Sales/presales with up-sell opportunities

Strong learning orientation so that you keep abreast of the emerging business models/processes applications product solutions product features technology features and use this learning to deliver value to customers on a daily basis. High flexibility so you remain agile in a fast-changing business and organizational environment.

• Develop and Manage the Oracle Customer Relationships by forming long term customer relationships with key customer contacts. Work is non-routine and complex involving the application of advanced technical/business skills in area of specialization. Provides direction and mentoring to more junior team members. Understand customers industry drivers organization structure and key stakeholders key projects and goals and critical success factors as well as technical infrastructure and roadmap.
• Work collaboratively with sales the delivery teams and customers to identify appropriate solutions.
• Coordinate delivery of Oracle Services operating as the primary delivery contact to the customer aiding and facilitating customer communications and activities across other Oracle lines of business.
• Responsible for delivering to the contracted terms effective and efficient use of Oracle delivery resources achieving the contract margin and revenue objectives.
• Identify and submit delivery leads for new opportunities and contract renewals.
• Act as a point of contact for any major incidents responsible for managing communication and customer expectations through resolution.
• Establish and maintain a delivery governance model with the customer at the management and executive levels.
• Perform scope and risk management.
• Contribute to initiatives for Oracle delivery organizational process improvement and tool development.
• Conduct periodic Service Account Planning and Account Reviews.
• Responsibilities include providing excellence in Customer service support management and project governance. The focus of this position is to provide Customer Service on a functional level and to ultimately drive complete and total resolution of each issue reported by customer along with the dedicated pool of delivery engineers onsite/remote. Should be able to review the solution design and Root Cause Analysis documentation. The key skills used on a daily basis are - high level of Functional skills Oracle SaaS product & services knowledge problem management and customer interaction/service expertise.
• Strong Customer interactions at every level and service orientation so that you can understand customers critical situations and accordingly provide the response and mobilize the organizational resources while setting realistic expectations to customers. Strong executive communication presentation skills good operations management and innovation orientation so you can continually improve the processes using methods tools and utilities lastly able to hold executive level quarterly business reviews to showcase the business value contribute to Sales/presales with up-sell opportunities
• Strong learning orientation so that you keep abreast of the emerging business models/processes applications product solutions product features technology features and use this learning to deliver value to customers on a daily basis. High flexibility so you remain agile in a fast-changing business and organizational environment.
  

Career Level - IC4