Customer Success Services Technical Account Manager (TAM)

Job Description

We work side by side with customers to understand their unique business goals and requirements—helping them maximize their investment, minimize risk, and achieve more. https://www.oracle.com/customer-success/

Why Oracle:

Oracle is leading a Cloud revolution. Emerging technologies are reinventing old paradigms and igniting new opportunities. We are redefining the world of business, empowering nearly half a million businesses across the globe to turn untapped potential into real business value. We enable companies to reimagine their businesses, processes, and experiences to outpace change.

Why Work at Oracle:

• A competitive salary with exciting benefits
• Flexible and remote working
• Learning and development opportunities to advance your career
• An Employee Assistance Program to support your mental health
• Employee resource groups that champion our diverse communities
• Core benefits such as life insurance, and access to retirement planning
• An inclusive culture that celebrates what makes you unique
  
  
  

Your Role & Responsibilities

• Help customers maximize the value from their Oracle investment and achieve business outcomes
• Manage the delivery and optimization services across all the Oracle products and technologies, both on premise and within the cloud layers.
• Maintain and manage customer relationships to ensure that customers and decision makers are influenced and delighted.
• Strive to provide a high degree of satisfaction and protect and enhance revenue streams.
  
  
  

What You Will Do

• Lead the delivery of Customer Success Services across Oracle products, both on premise and in the cloud. You’ll work closely with clients to understand their needs, develop an account strategy, and set out how CSS can help them meet their goals.
• Grow customer relationships and influence executives
• Develop a service delivery plan that maps customer needs to CSS results
• Set value proposals that support our customers’ return on investment
• Lead project delivery, issue management, and change control
• Monitor and improve results, revenue, margin
• Be a customer advocate, communicating the client position while managing expectations
• Recognize and develop business opportunities for the sales team to pursue
• Understand your customers industry, business, technical needs, and project objectives
  
  
  

Your Skills And Competencies

• From a successful candidate, we expect a 5-10 years professional experience and a background in Professional Services, Account Management, Project Management, Enterprise IT Management, Customer Support, Enterprise software deployments.
• Managing SaaS Customers and understanding Business Processes
• Siebel, HCM or ERP Skills very desirable
• Strong relationship building skills, communicating openly and effectively to influence.
• Conflict management skills, time management and self-management ability
• Strong interpersonal skills, Extensive customer "face-to-face" experience at middle and executive levels
• Eye for business, understanding of the wider objectives of the Project(s). Making timely business decisions with sound judgment
• Experience in IT/Account Management.
• Monitor and report revenue forecast and margin estimates, revenue and margin achievements for each contract
• Excellent German and English language skills are mandatory.
• We assume a good knowledge of PMP, Prince, ITIL, Agile and other relevant tools and techniques.
• The ideal candidate is very comfortable working in fast-paced environment, adapt at establishing credibility quickly with colleagues outside of his/her immediate team, is committed to “getting it done” in a high quality and dependable manner, and infuses his/her team with a positive, collaborative attitude as well as a competitive spirit.
  
  
  

Does this sound like you? If so, we hope to meet you!

Life at Oracle and Equal Opportunity. An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles to perform crucial job functions.That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyones voice is heard and valued that we’re inspired to go beyond what’s been done before.Disclaimer: Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

• Which includes being a United States Affirmative Action Employerhttps://www.oracle.com/corporate/careers/diversity-inclusion/
  
  
  

Career Level - IC4

Responsibilities

• 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 customer’s 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.
  
  
  

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

• Which includes being a United States Affirmative Action Employer