Technical Account Manager

Responsibilities

• Manage and develop the relationship with designated account(s) in Middle East and Africa throughout the engagement against the contractual deliverables & commercials.
• Become the trusted advisor for the customer, in order to help to maximize their investment in Oracle and represent them across the wider Oracle organization.
• Drive a high degree of satisfaction and reference ability, to protect and enhance Customer Success Services (CSS) revenue streams.
• Manage the delivery engagement as defined by CSS processes & tools, including creating and maintaining accurate service documentation.
• Co-ordinate the resources required to deliver the service to the allocated customer(s).
• Assure and improve high quality of CSS service.
• Manage the contractual commercials, ensuring that the margin is maintained & developing plans to improve margin where appropriate.
• Manage commercial aspects of the contract such as rebates, storage costs, work packages, etc.
• Assist in the renewal of CSS contracts and contribute to pre-sales activities.
• Develop strategic relationships with senior members i.e. CIO, CTO of the customer management team.
• Develop cross-team or 3rd party relationships, and work with these teams in delivering a comprehensive service to the customer.
• Develop and maintain relationships with senior management across Oracle lines of business within the designated account(s).
• Identify additional opportunities for customers to engage with Oracle, such as Special Interest Group (SIG), Oracle Customer Advisory Board (OCAB) plus other technical and business events.
• Generate a Project Plan for each project which fully reflects CSS requirements.

What we are looking for

• 10+ years IT project management experience, in B2B environments.
• PRINCE2 / PMP and standard ITIL Certification is desirable.
• Strong interpersonal skills, good communicator.
• Extensive customer interaction experience at middle or executive levels. Solid industry experience/knowledge.
• Preferable previous Outsourcing, SaaS and Managed Cloud delivery or implementation experience.
• Proven track record of building strategic relationships and delivering high levels of customer service.
• Proven day-to-day service delivery experience, this should be in current role.
• Previous experience of working in a virtual team, and taking the lead role for that team.

What we will offer you
A competitive salary with exciting benefits.
Flexible and remote working so you can do your best work.
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 medical, life insurance, and access to retirement planning.
An inclusive culture that celebrates what makes you unique.