Senior Technical Account Manager

Key
Responsibilities

Customer Engagement:

-Serves as the main point of contact for individual-level contracts, providing
comprehensive business process, product/service (e.g., hardware, applications,
software) functionality, and/or implementation knowledge in an advisory manner.

-Provides timely services in line with their practices, procedures, contractual
budgets, leveraging contractual agreements.

-Maintains customer relations, communicating with customers regularly to ensure
satisfaction. Provides updates on customer status to leadership.

-Educates customers on the most effective and efficient way to leverage Oracle
services, products, and tools, providing feedback on customer organization
performance.

Issue Resolution:

-Reviews service requests and gathers information from appropriate parties to
determine next steps.

-Identifies potential crises or concerns and works to resolve customer issues
and incidents in a timely manner, leveraging comprehensive knowledge of
appropriate resources and other customer experience to develop customized
solutions.

-Connects and/or escalates issues to appropriate teams to reach solutions and
minimize impact on the business, independently reporting pain points to
leadership.

Account Management and Governance:

-Develops and maintains service delivery and project plans throughout their
lifecycle and ensures positive margins according to governance and account
management expectations and contracted terms.

-Updates and maintains accurate customer account, contract, and service history
information.

-Independently conducts periodic account planning and account reviews, tracking
and communicating status on projects including risk identification and
mitigation recommendations.

-Ensures up-to-date documentation of and maintains contract cost, resources and
scheduling, and scope, working to meet contract revenue and margin objectives.

-Identifies and submits delivery leads for new opportunities and contract
renewals.

Technical Delivery Management:

-Advises customers on optimal use and health or their Oracle product/service
investment, independently providing ongoing maintenance to optimize and ensure
effectiveness and performance of the product and/or service.

-Collaborates with cross-functional teams, executing and contributing to
technical delivery plans.

-Independently acts as a liaison between customers, internal, and external
teams.

-Adheres to plans to ensure customers understand and are able to adopt product
and service changes according to policies and best practices.

Innovation and Continuous Improvement:

-Works closely with peers to identify and develop innovative ways of delivering
service and improving overall product and service utilization to achieve ROI
goals.

-Contributes to the team by providing guidance and sharing knowledge of
relevant product, service, and/or support information or issues.

-Independently identifies opportunities for enhanced value for services.

-Provides input on the development of new services and/or processes, remaining
up-to-date with technological, business, and industry trends.



Core Responsibilities

Planning & Execution:

-Independently manages work, monitoring timelines and deliverables to ensure
projects or initiatives stay on track and meet requirements. Proactively
prioritizes work and adapts to resource or timeline shifts, suggesting
adjustments to maintain project efficiency.

Collaboration & Partnership:

-Collaborates across teams to align on expectations and achieve shared
objectives. Builds and maintains a comprehensive understanding of business,
stakeholder, and/or customer needs to build and support effective partnerships.
Actively listens to diverse perspectives and asks questions to ensure
understanding of others.

Problem Solving:

-Independently identifies and addresses standard and non-standard issues in
accordance with standard practices, escalating more complex issues as
appropriate. Analyzes data and/or information from multiple sources to
troubleshoot standard and non-standard errors. Contributes to knowledge sharing
and best practices.

Continuous Learning:

-Embraces continuous learning by actively seeking to build knowledge and new
skills and/or tools and staying current with industry trends and best
practices. Seeks out and leverages feedback and training to improve skills.
Contributes to a culture of continuous learning and knowledge sharing with team
members.

Continuous Improvement:

-Develops ideas and recommends updates to increase the efficiency and
effectiveness of processes, protocols, and workflows within a team. Seeks input
from team members on alternative approaches and methods for improving work.