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Advanced Customer Services – ACS
EMEA Remote Systems TAM (Technical Account Manager) (with Italian/additional languages)
Responsible for providing Oracle systems support Delivery and Project Management on designated accounts in order to meet the contractual obligations and service levels agreed with customers.
Strive to provide a high degree of satisfaction and protect and enhance ACS revenue streams.
Develop and maintain relationships with customers, third parties and internal Oracle account teams. Act as a customer trusted advisor for their Oracle infrastructure. Advise the account on the effective and efficient way to use Oracle support services and products, tools, interfaces and procedures.
In scope for System Support is the coverage of Hardware, Operating system and Storage (Disk and Tape) products.
The Systems TAM will have specific experience and knowledge on Oracle HW and be able to efficiently assist the customer when problems arise, knowing how hardware support works and having knowledge of Oracle processes for providing spare parts, HW interventions, escalations etc.
They will also provide Proactive guidance and information on the systems Lifecycle working closely with assigned Field support engineers.
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.
Job duties are varied and complex utilizing independent judgment. May have project lead role. 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.
As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).
Travel:Yes, 25 % of the Time
Job Type:Regular Employee Hire