Serves as the main contact for complex contracts, providing expert business processes, product/service (e.g., hardware, applications, software) functionality, and/or implementation knowledge. Drives efforts to provide services and educates customers on ways to leverage Oracle services. Reviews service requests, anticipates and identifies potential crises, takes the lead in resolving issues, and owns connecting and/or escalating issues to relevant teams to reach solutions. Drives the development and management of plans, actively engaging in review and update documentation, and leverages understanding and collaborates across teams to anticipate and identify opportunities to propose and lead the delivery of opportunities and contract renewals and reports results. Serves as an expert and drives ongoing maintenance, leads others to act as a liaison between teams, and recommends opportunities to improve customer ability to adopt product and service changes. Collaborates with peers across teams and departments to lead the adoption of innovative ways of delivering services, serves as a role model for driving innovation, experiments with new approaches, and provides input on decisions made the development of new services and/or processes, influencing others across teams to remain up-to-date with technological business, and industry trends.

Responsibilities

Key Responsibilities

Customer Engagement:

-Serves as the main point of contact for highly complex contracts, providing business process, product/service (e.g., hardware, applications, software) functionality, and/or implementation expertise in an advisory manner. Acts as a role model for other Technical Account Managers (TAMs).
-Drives efforts to provide timely services, ensuring alignment with their practices, procedures, contractual budgets, providing expert-level insight on the development, utilization, and revision of contractual agreements.
-Maintains customer relations, communicating with key leaders across internal and external teams and lines of business to ensure satisfaction. Provides updates on customer status to senior leadership.
-Educates customers on the most effective and efficient way to leverage Oracle services, products, and tools, leading others to take innovative approaches and providing feedback on customer organization performance and assisting in the development of support strategies.

Issue Resolution:

-Reviews service requests and guides others to identify relevant information to gather from appropriate parties and takes the lead to determine next steps.
-Anticipates and identifies potential crises or concerns and takes the lead in resolving customer issues and incidents in a timely manner, leveraging extensive expertise and knowledge of available resources and other customer experiences across Oracle to develop innovative solutions and mitigate future challenges.
-Takes ownership of connecting and escalating high-impact issues to relevant teams or management, demonstrating foresight in identifying and reporting critical pain points and minimizing business impact.

Account Management and Governance:

-Drives the development and management of service delivery and project plans throughout their lifecycle and ensures positive margins according to governance and account management expectations and contracted terms, mentoring others.
-Implements goals for maintaining accurate and up-to-date customer account information, contracts, and service history, addressing any gaps or needs for additional information.
-Ensures adherence to the schedule for conducting account planning and reviews, closely monitoring, and communicating the status of highly complex projects including identification of risks and mitigation recommendations.
-Actively engages in reviewing and updating documentation, partnering with senior team members and leadership to maintain contract cost analysis, resource allocation, scheduling, and scope management, providing assistance to others working to meet contract revenue and margin objectives.
-Leverages understanding of business needs and collaborates across teams to anticipate and identify opportunities to propose and lead the delivery of new opportunities and contract renewals and reports results to key leaders.

Technical Delivery Management:

-Leading the review of and advises customers on optimal use and health or their Oracle product/service investment, serving as an expert and driving ongoing maintenance to optimize and ensure effectiveness and performance of the product and/or service.
-Serves as a role model for collaborating with cross-functional teams, influencing the execution and development of technical delivery plans.
-Leads others to act as a liaison between customers, internal, and external teams.
-Recommends opportunities to others to increase customer understanding and improve their ability to adopt product and service changes according to policies and best practices.

Innovation and Continuous Improvement:

-Collaborates extensively with peers across teams and lines of business to lead the adoption of innovative ways to deliver service to customers and optimize overall product and service utilization to achieve ROI goals, influencing roadmaps and customer decision making.
-Serves as a role model for driving innovation, identifying ways to experiment with new approaches, and seeking opportunities to share knowledge of product, service, and/or support information or issues.
-Anticipates and leads others to identify and capitalize on opportunities for enhanced value for services.
-Provides input on decisions made when developing new services and/or processes, influencing others across teams to stay abreast of technological, business, and industry trends.

Core Responsibilities

Planning & Execution:

-Manages and provides direction on timelines, deliverables, and budgets when applicable for critical high-impact projects or initiatives that impact the line of business, ensuring timely completion and adherence to requirements. Anticipates and plans for shifts in resources or timelines based on changing business priorities, ensuring optimal outcomes.

Collaboration & Partnership:

-Influences cross-functional leaders and external stakeholders to gain alignment on strategic objectives. Fosters partnerships with key business leaders, stakeholders, and/or customers, identifying opportunities for expanding partnerships and promoting long-term organizational success. Champions transparency and inclusivity by actively seeking, listening to, and incorporating diverse perspectives.

Problem Solving:

-Leads specialized, advanced problem-solving efforts, serving as an escalation point for complex issues. Guides others to leverage innovative data-driven techniques to address ambiguous or novel issues, identify root causes, and drives the implementation of solutions that prevent future issues.

Continuous Learning:

-Leverages deep industry knowledge and expertise to serve as a thought leader within the organization. Contributes to the advancement of the field or industry through thought leadership (e.g., conference presentations, white papers, research contributions). Maintains and evolves expertise in relevant areas by proactively monitoring emerging trends, technologies, and industry standards, ensuring the organization remains current with best practices. Champions continuous learning and knowledge sharing, promoting professional development across teams. Applies new knowledge to drive advancement and mentors others to do the same.

Continuous Improvement:

-Develops innovative solutions and drives the implementation of ideas that increase the efficiency and effectiveness of processes, protocols, and workflows across the organization. Evaluates effectiveness of updated approaches and methods for continued improvement to enhance efficiencies and ensure changes align with organizational goals. Designs and develops metrics to measure success of improvement initiatives.

Performance and Development:

-Serves as a subject matter expert regarding talent needs and organizational talent strategy. Imparts leadership and expert knowledge throughout the talent development pipeline including candidate interviews, candidate assessment, and hiring decisions, ensuring alignment with organizational talent strategy.

Qualifications

Disclaimer:

Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from: $103,800 to $234,600 per annum. May be eligible for bonus, equity, and compensation deferral.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - IC5

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