Technical Account Representative (TAM) 3
Oracle
Bucharest, RO,Romania, RO
6 zile în urmă
Job Description - Technical Account Representative (TAM) 3 (200010BT)

Job Description

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Preferred Qualifications

Advanced Customer Services – ACS

EMEA Remote Systems TAM (Technical Account Manager) (with Italian/additional languages)

Role

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.

Scope 

  • Manages designated portfolio of projects and/or contracts and works to objectives, as directed by Oracle Advanced Customer Services (ACS) line manager 
  • Manages the overall service delivery defined by the contract which in many circumstances will involve parties or resources from other lines of business and/or Oracle business partners.
  • Collaborates effectively with ACS sales and resourcing teams and other Oracle lines of business such as Systems Support, Hardware & Licence Sales and Consulting to enhance the customer experience 
  • Works with partner organisations and other third parties as required 
  • Works closely with other TAMs to identify and develop innovative ways of delivering service to the customer 
  • Supports the ACS sales team in selling ACS additional services 
  • Manages documentation and uses Oracle business systems as appropriate
  • Deliver to EMEA Customers (primarily Italian customers) remotely from Romania, with some potential travel to the local Country for face to face customer meetings
  •   Responsibilities 

  • Manage the contract or delivery engagement as defined by ACS line management, including creating and maintaining accurate documentation 
  • Maintain the Oracle business systems to ensure systems are up to date with the correct/current information (resource assignment, timecards, rates, completion estimates, invoice details etc.) to ensure that services are delivered efficiently, invoices are generated in a timely manner and revenues are recognised promptly 
  • Identify, schedule and deploy resources to ensure effective delivery within agreed budgetary constraints 
  • Create and maintain the ACS Service Delivery Plan or Project Plan 
  • Create, maintain, communicate and achieve the quarterly revenue forecast for each contract. 
  • Be familiar with the customer's industry sector and understands their business objectives and how to best leverage Oracle Services.
  • Own, manage, deliver and report on agreed services. Includes producing and distributing customer SR activity reports and other previously agreed reports, including periodic Service Reviews.
  • Streamline the management and resolution of critical issues.
  • Identify and maintain regular contact with relevant and influential customer contacts (at least at operational level). Be aware of the customer´s organization chart and the customer´s escalation path. Act as the single point of contact for systems service management issues.
  • Knows and maintains regular internal and external contact with operational contacts and managers.
  • Collaborates with on-site engineers and remote resources in order to meet agreed customer contractual Statements of Work (SOW's).
  • Advise customer on proactive services to improve serviceability and reduce downtime (e.g. firmware upgrades, hardware assessments)
  • Personal Skills 

  • This position is to support customers across EMEA, but with particular focus in Italy, therefore strong English skills and fluent Italian language are prerequisites.
  • Strong experience in systems service delivery and/or project management and/or enterprise systems infrastructure implementation are highly desirable.
  • Ability to communicate, influence, negotiate, build relationships and deal regularly with customer contacts.
  • Customer focussed and results oriented 
  • Must have a proactive approach and be capable of working under pressure to manage difficult/escalated situations.
  • Self-motivated with strong planning and organisational skills
  • Decision making / problem solving skills 
  • Ability to manage multiple concurrent activities (customer engagements)
  • 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).

    Job

    :Support

    Travel

    :Yes, 25 % of the Time

    Location

    :RO-RO,Romania-Bucharest

    Job Type

    :Regular Employee Hire

    Organization

    :Oracle
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