- We are looking for Functional Technical Account Manager (TAM) to perform account management and delivery governance. The candidate with experience in executing managed services projects with overall Oracle product footprint management. The Oracle SaaS/PaaS product pillars involving Oracle Fusion ERP-Finance OR Supply Chain Management (SCM) OR Human Capital Management (HCM) OR Customer Experience (CX) Product pillars including the Integrations.
- The ideal candidate should have a strong understanding of Finance (Order-to-Cash and Procure-to-Pay processes) with familiarity with AI for SaaS applications, Oracle Fusion SaaS - Oracle Customer Experience (CX) OR Supply Chain Management (SCM) OR Human capital management (HCM) in implementations/product support experience. Candidates with above exposure with different ERP products can also apply.
- Responsibilities include providing excellence in Customer service support, management and project governance. The focus of this position is to provide Customer Service on a functional level and to ultimately drive complete and total resolution of each issue reported by customer along with the remote delivery engineers. Should be able to review the solution design documents and Root Cause Analysis documentation. The key skills put to use on a daily basis are - high level of Functional skills, Oracle products knowledge, problem management and customer interaction/service expertise.
- Strong Customer interactions and service orientation so you can understand customer’s critical situations and accordingly provide the response, and mobilize the organizational resources, while setting realistic expectations to customers. Strong operations management and innovation orientation so you can continually improve the processes using methods, tools and utilities. Strong learning orientation so you keep abreast of the emerging business models/processes, applications product solutions, product features, technology features – and use this learning to deliver value to customers on a daily basis. High flexibility so you remain agile in a fast changing business and organizational environment.
- 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.
Career Level - IC4
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