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, reference ability 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

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, the 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 TAM 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. Techincal Support, Expert Services, Sales, Consulting, Product Development, etc) and marshalling resources as necessary to resolve problems.
Job duties are varied and complex utilizing independent judgement. May have project lead role. 7-10 years of professional information Systems implementation experience. Demonstrate and experience in package systems implementation (CRM, ERP, and Consulting Experiences). Understanding of various technical architectures and operating systems including web-based applications, networks, RDBSM (Oracle, DB2, MS SQ Server), etc. Project Management (PMP) certification or extensive Project Management experience across global and diverse organizations. Industry experience is desired.