Technical Account Representative

3 weeks ago

Toronto, Canada Oracle Full time

Technical Account Representative (TAM) 4-22000FEV

**Applicants are required to read, write, and speak the following languages***: English

**Preferred Qualifications**

**Principal Technical Account Manager (TAM)**

A TAM is an experienced, service management professional who has a broad understanding of solutions, industry practices, multiple business processes or technological designs within a product/technology family. They operate independently to provide quality products to an engagement. Additionally, a TAM performs varied and complex duties that need independent judgment, in order to implement Oracle products and technology to meet customer needs. The TAM applies Oracle methodology, company procedures, and leading practices.

The TAM will also be responsible to develop and manage the Oracle service relationship with large accounts, enhance the customers’ use of Oracle products and services, drive a high degree of satisfaction, and protecting and grow ACS revenue streams. They will work with various lines of business at Oracle in order to ensure a high-level of customer satisfaction.
- Works proactively with customers to understand their key projects, pertinent goals, and key performance indicators
- Establishes and maintains a delivery governance model with the customer at the implementation, operational, management and executive levels, as applicable
- Maintains relationships with customer partners, understanding and aligning their objectives and perceptions with the contract scope as the customer’s primary point of contact to deliver Oracle services contracts
- Operates as the Oracle representative to the customer, aiding and facilitating customer communications and activities across other lines of business internally
- Proactively guides customers to success through the usage of Oracle technologies to support their business and uncover more business opportunities
- Supports the Oracle ACS Solutions Manager in complex engagements, scoping exercises, preparation of Statement of Work and RFP responses
- Identify ACS Business Development opportunities, including renewals and support with pre-sales activities, to assist the customer in achieving its business objectives
- Functions as a Project Manager on complex engagements
- Resolves and defines project scope and objectives
- Predicts resources needed to reach objectives and leads resources in an effective and efficient manner
- Tracks project costs in alignment with the budget
- Develops and manages detailed project schedules and work plans
- Provides project updates on a consistent basis to various internal and customer partners about its strategy, progress, risks, and mitigations/adjustments required
- Manages contracts with Oracle’s resources (Product Engineering, Support, Delivery Engineers/contractors, and Cross Line of Business sales) by assigning tasks and communicating expected results
- Applies Oracle’s methodology and leading practices, techniques, and standards throughout the entire project execution
- Measures project performance to identify areas for continuous improvement
- Sample management tasks include:

- Delivering to the contracted terms
- Effective and efficient use of Oracle delivery resources
- Achieving the estimated contract margin
- Handling burn rate expectations
- Identifying risks with mitigation recommendations
- Conduct Incident, Problem and Escalation Management for the resolution of customer’s Service Requests
- Distribution of documents and results
- Accurate record keeping
- Supporting business management that meets quality review and auditing expectations

**Key Skills and Experience**:

- Bachelor’s degree in Engineering, Computer Science, Business or equivalent.
- Able to work in Canada.
- Fluency in both written and spoken English
- 15+ years of professional Information Technology experience in customer management including a minimum of 5 years of Project management experience
- Solid, validated experience in project and customer management, with a focus on business requirement analysis, fit gap analysis and full life cycle implementation of Oracle Technologies.
- Strong familiarity with project management software tools, methodologies, and standard processes
- Functional and technical knowledge of Oracle Cloud (IaaS/PaaS/SaaS), Software and Systems Technology.
- Effective communication in addition to strong interpersonal and analytical skills with the ability to work through ambiguous situations to effectively collect and disseminate information, build consensus, and create a positive environment for solving problems.
- Experience in preparing and delivering professional presentations to technical, senior, and executive management levels.
- Significant C-level presentation experience
- Willingness to travel 0%-25%

**Preferred Experience**:

- Experience in navigating and coordinating with support teams in achieving maximum customer satisfaction
- Project Management certification (PMP) and Advanced

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