Job Information
Oracle Principal Technical Account Manager in Philippines
Job Description
This Position is for the Fusion SaaS Functional Technical Account Manager (TAM) Role. Should have good experience in managed services (day2-support) projects as an Individual contributor or a lead subject matter expert role in ERP-Finance Product Pillar and have complete visibility to order to cash / Procure to Pay cycles. Should be well aware of AI for SaaS Applications. Exposure to Oracle Customer Experience or Supply chain management (SCM) Implementation/ Production Support Experience and Oracle Cloud Infrastructure, will be an added advantage.
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 and Root Cause Analysis documentation. The key skills used 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 that 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 that 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.
Education & Experience:
Bachelor’s in Engineering / Masters in Computer Applications/Masters in Business Administration or any Equivalent qualifications preferred. Other qualifications with adequate experience may be considered.
10+ years relevant working experience and should have an excellent communication skill.
Career Level - IC4
Responsibilities
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.
About Us
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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