Senior Technical Account Representative (TAM)

JOB DESCRIPTION

ORACLE'S CLOUD PRIORITY SUPPORT SERVICES

Oracle is the #1 global provider of business software, with an outstanding presence in over 175 countries. Our cloud solutions are redefining the world of business, empowering governments, and helping society evolve with the pace of change. Join Oracle to kick-start your career with some real responsibility, an incredible learning experience and chance to connect the biggest enterprises of today with the tools to challenge in the digital economy of tomorrow.

We are looking for highly skilled Service Delivery Manager (also known as Technical Account Manager or TAM) that serves as the single point of contact for Oracle Cloud customers who purchase Cloud Priority Service.

Come and join us! Design and maintain operational relationships with Enterprise and Large Enterprise SaaS customers with Cloud Priority Service.

Are you ready to join our team in Mexico and tackle new challenges?

Responsibilities:

• Designing and maintaining operational relationships with Enterprise and Large Enterprise SaaS customers with Cloud Priority Service.
• Oracle Fusion Cloud - HCM, ERP, SCM, CPQ, Taleo - Technical Support Process Knowledge using these Fusion Cloud components.
• Oracle Fusion Cloud - Maintenance, Patching, Escalation, Cloud Portal.
• Through daily support activities, strive for a high degree of customer happiness resulting in a positive reference for the products that we support as well as the Cloud Priority Service that we provide.
• Represent customers as a single point of contact within Oracle Support Operations and partner with customer System Administrators and Leadership along with Oracle Leadership to bind them together in a working team.
• Handle day-to-day relationships and when necessary for crises or customer concerns, connect the appropriate parties to reach resolution.
• Team with support to drive delivery of solutions. Work proactively with Customer Support (CS) engineers, CS Leadership, as well as the Cloud Operations and Development organizations so that customer prioritization is respected and achieved.
• Educate customers on the effective and efficient way to use Oracle Support and products, tools, systems, interfaces and procedures.
• Drive internal processes to ensure the highest quality of service, and work with teams to improve as needed. Maintain accurate account information.
• Perform with a high level of autonomy, reporting to management regularly on customer status and striving to keep blocking issues at a minimum while keeping leadership advised of any possible flare points.
• Contribute to the onboarding, training, and mentoring of new TAMs.
• Excel individually while contributing to the team dynamic by providing direction and mentorship of others in addition to sharing any relevant product information or issues with the team.
• Based upon interaction with customer team, make recommendations to CSM for possible up-sell activities to include services, add-ons, etc.

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

At Oracle, we believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit, experience, and potential, without regard to race, color, national origin, sex, marital status, sexual orientation, gender identity, age, religion, disability, or any other characteristic prohibited by local law.

Detailed Description And Job Requirements - External

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.

Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.

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