Oracle Technical Account Manager (TAM) 4 in Liberty Corner, New Jersey
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.
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Demonstrated success at Oracle for at least 3 years and as a Technical Account Manager for at least 2 years, including involvement in at least 5 successful customer deployments. Recommended 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 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.
ORACLECORPORATION ADVANCED CUSTOMER SERVICES (ACS)
TECHNICALACCOUNT MANAGER (TAM) -telecommuting anywhere in CA, WA, OR, MT, WY, UT, ID, NV, or AZ. Can go into an Oracle office if preferred.
Oracle's Advanced Customer Services (ACS)consists of diverse, highly skilled, specialized customer service professionalswith experiences in program and project management, quality assurance, servicemanagement and support account management. The ACS Organization is a fast-paced dynamic support division thatcaters to delivering high impacting, mission critical and solutions support toOracle customers.
ACS works closely with Global CustomerSupport (GCS) to deliver a high level of customer service to Oracle customers.ACS builds upon GCS to deliver the following key support offerings - SolutionsSupport (SSC), Advanced Monitoring and Resolution (AM&R), Priority Support,Mission Critical Support (MCS), and on-site support.
ACS is strategically positioned to provideproactive and reactive solutions that are tailored to the needs of thecustomers that are running Oracle products in high volume or mission critical environments.The goal of ACS is to help Oracle customers achieve high levels of systemavailability, stability, integrity and operational excellence.
Technical Account Managers (TAM) arecustomer advocates and trusted advisors whom align themselves with thestakeholders of their assigned customers. They combine experience, knowledgeand skill to aid their customers in delivering upon their IT strategy, overcomechallenges and meet business goals. TheACS Technical Account Manager (TAM) is responsible for overseeing andcoordination of services delivered under contract to customers in theAdvanced Customer Services organization. The TAM is the focal pointfor customer issues that arise under the scope of the contractedservices.
The TAM works with Oracle ACS on-site ASEs(Advanced Support Engineers), customers, technical and management personnel, aswell as with providers of services within Oracle (such as Oracle Support andOracle Solution Support Centers) to facilitate issue resolution and high-qualityservice delivery. TAMs are leading contributors individually and as a team member,providing direction and mentoring to others. TAMs are self-directed and work isnon-routine and very complex situations, involving the application of advancedtechnical/business skills.
Candidate must have at least ten (10) years of professional Information Technology experience;
Prior experience in a customer-facing role (internal customers OK), with an interest in being in such a role now;**//__
Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences). Understanding of various technical architectures and operating systems including web-based applications, networks, RDBMS, etc.;
Minimum of three (3) years experience working with Oracle technologies: Solaris or Linux, Engineered Systems (i.e. Exadata), Oracle Database, Real Application Cluster, Active DataGuard, DB Vault, GoldenGate, Oracle Applications, etc.;
Candidate must hold a Bachelor's degree in Computer Science, Computer Engineering, Information Systems or related field
At the highestlevel, the objective of Customer Management is to achieve a very high level ofCustomer satisfaction with the service(s) that the Customer has purchased.
TAMs provide bestpractice advice and guidance regarding the implementation, deployment supportand operation of Oracle applications, technology and hardware infrastructure.This enables customers to make fully informed decisions to help them maximizethe business value of their Oracle investment and achieve the desired businessoutcomes while minimizing risk.
The TAM will driverecommendations through to resolution by working with customer stakeholders toensure appropriate level of sponsorship and prioritization.
TAMs areresponsible for establishing and maintaining a delivery governance model withthe Customer at the operational, management and executive levels, asapplicable. As the Customer s primary point of contact for the delivery of theOracle advanced services contract, TAMs maintain relationships with Customerstakeholders, understanding and aligning their objectives and perceptions withthe contract scope. In addition, they operate as the Oracle representative tothe customer, aiding and facilitating customer communications and activitiesacross other Oracle lines of business such as Global Customer Support,Consulting and Sales.
Whether a project,support or managed service, the TAM is the Customer s trusted advisor isresponsible for proactively guiding the Customer to successful outcomes in theuse of Oracle technologies to support their business.
Tasks includedelivering to the contracted terms, effective and efficient use of Oracledelivery resources, achieving the estimated contract margin and managing burnrate expectations. The role also includes identifying risks with mitigationrecommendations, escalation management and coordinating resources from acrossOracle to provide resolution without need to escalate further. Management alsoincludes the distribution of documents and deliverables and accurate recordkeeping, supporting business management that meets quality review and auditingexpectations.
This position is not eligible for sponsorship.**//__
Title: Technical Account Manager (TAM) 4
Location: United States
Requisition ID: 19000PQT
Other Locations: US-CA,California-Los Angeles, US-CA,California-San Diego, US-California, US-Arizona, US-CA,California-Belmont, US-CA,California-Pleasanton, US-CA,California-Redwood City, US-CA,California-Irvine, US-Washington
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