Customer Success Services - Principal Technical Account Manager (TAM)

Our customers will measure our contribution to their success based on the value they receive from our services. TAMs are responsible for the overall governance and technical service delivery.   They help customers maximize the business value of their Oracle investments, achieving the desired business outcomes while minimizing risk. To do this, TAMs must become trusted advisors to the customer, ensure consistency and quality of deliverables, help customers deliver their IT strategy, overcome challenges and meet business goals, and use leading practices for successful Oracle technology and Cloud deployments and operations. The Services Portfolio includes Managed Services, On-Premise, Hybrid Cloud, Applications, Platforms and Databases (SaaS/PaaS/IaaS), and Security services that TAMs may manage in full or in part.

Career Level - IC5

• Develop and Manage the Oracle Customer Relationships by forming long term, high level, relationships with the customer stakeholders. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Is expected to, be a leading contributor providing direction and mentoring to others on the team.  Display authority, confidence and a significant understanding of the  customers’ business strategy and industry drivers. Understand the customer 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.
• Monitor, report and communicate on complex projects for 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 most senior management and senior executive levels.
• Perform proactive scope and risk management. Lead complex account planning and reviews.
• Often takes a project/program lead role. Provide leadership and expertise in the development of new products, services and processes. Lead initiatives for organizational process improvement and tool development.
• Contribute to the organization at a regional level to drive regional and global strategy execution.

Preferred Qualifications:

7-10 and higher years of experience of professional Enterprise implementation experience, IT Service management, Project management or Account Management across global and diverse organizations and/or Advanced Educational degree. Most complex customer engagements and contracts. Extensive Project Management or Customer Service Management. Project Management or Service Management certification is desirable - ITIL, PMP, Prince2 or University equivalent. Demonstrated strong competency of interpersonal skills, team leadership, business acumen, relationship building and conflict management. Extensive customer "face-to-face" experience at middle and C-level executive levels. Demonstrated success with customer service delivery and management, including involvement in at least 5-7 successful customer engagements. Acknowledged leadership, experience and professional credibility. Subject Matter expertise in industry or product(s) expected. LOB Communications, Exec C-Level Communications, Global experience. Experienced in large, multi-site or global service engagements.

Range and benefit information provided in this posting are specific to the stated locations only

CA: Hiring Range in CAD from: $101,300 to $221,300 per annum.


Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
 

This job requires proficiency in the English language. Oracle is a global company with operations in dozens of countries around the world and our teams, including the team this position is part of, are comprised of individuals located in various jurisdictions. As is required of employees in all jobs at Oracle in North America, candidates for this position are required to understand, and communicate, in English so that in the course of performing their work, they can interact with teammates in other locations who are not fluent in the French language.

For applicants located in the Province of Quebec, a basic proficiency of the French language is required.