Principal Technical Account Manager

Key

Responsibilities

Customer Engagement

• -Serves as the main point of contact for individual-level contracts, providing
• advanced business process, product/service (e.g., hardware, applications,
• software) functionality, and/or implementation knowledge in an advisory manner.
• -Provides timely services, adjusting to ensure alignment with their practices,
• procedures, contractual budgets, leveraging contractual agreements and
• identifying revisions.
• -Maintains customer relations, communicating with customers and across related
• teams 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, experimenting with new approaches and 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 advanced knowledge of appropriate
• resources and other customer experience to develop innovative solutions.
• -Connects and/or escalates issues to appropriate teams to reach solutions and
• minimize impact on the business, anticipating and reporting pain points to
• minimize impact on the business.

Account Management and Governance

• -Develops and maintains service delivery and/or project plans throughout their
• lifecycle and ensures positive margins according to governance and account
• management expectations and contracted terms.
• -Proactively updates and maintains accurate customer account, contract, and
• service history information, identifying and addressing areas missing
• information.
• -Independently and proactively conducts account planning and account reviews,
• tracking and communicating status on a wide range of projects including risk
• identification and mitigation recommendations.
• -Seeks opportunities to review and update documentation and collaborates with
• peers to maintain contract cost, resources and scheduling, and scope, working
• to meet contract revenue and margin objectives.
• -Leverages understanding of business needs and collaborates across teams to
• identify and submit delivery leads for custom new opportunities and contract
• renewals.

Technical Delivery Management

• -Proactively advises customers on optimal use and health or their Oracle
• product/service investment, proactively providing ongoing maintenance to
• optimize and ensure effectiveness and performance of the product and/or
• service.
• -Collaborates with cross-functional teams, driving the execution and
• development of technical delivery plans.
• -Mentors more junior team members to act as a liaison between customers,
• internal, and external teams.
• -Seeks opportunities to increase customer understanding and improve their
• ability to adopt product and service changes according to policies and best
• practices.

Innovation and Continuous Improvement

• -Works closely with peers within and sometimes beyond the team to identify and
• develop innovative ways to deliver service and improve overall product and
• service utilization to achieve ROI goals.
• -Contributes to the team by providing guidance, experimenting with new
• approaches, and seeking opportunities to share knowledge of product, service,
• and/or support information or issues.
• -Identifies and recommends opportunities for enhanced value for services.
• -Plays a key role in the development of new services and/or processes,
• remaining up-to-date with technological, business, and industry trends.

Core Responsibilities

Planning & Execution

• -Manages and coordinates moderately complex tasks, monitoring timelines and
• deliverables to ensure timely completion and adherence to requirements for a
• moderately-sized project or initiative. Efficiently delegates, monitors, and
• prioritizes work across multiple projects, providing technical oversight and
• adjusting plans to address shifts in resources or timelines.

Collaboration & Partnership

• -Collaborates across the organization to align on expectations and achieve
• shared objectives. Leverages understanding of business leaders, stakeholders,
• and/or customers to ensure proposed solutions meet their needs. Supports
• inclusivity by actively seeking and listening to diverse perspectives, ensuring
• others feel heard and respected.

Problem Solving

• -Identifies and addresses moderately complex issues by analyzing a wide range
• of data and/or information to identify solutions in accordance with standard
• practices. Proactively escalates unresolved or critical issues with a thorough
• assessment and suggests potential solutions. Reviews, contributes to, and
• documents problem solving strategies.

Continuous Learning

• -Pursues learning opportunities to expand knowledge and skills and/or tools in
• new areas and stays abreast of the latest industry trends and best practices.
• Proactively seeks and leverages ongoing feedback and training to improve
• skills. Coaches and mentors junior team members, fostering continuous learning
• and knowledge sharing within and across teams.

Continuous Improvement

• -Develops ideas, recommends updates, and/or collaborates on the implementation
• of process improvements to increase the efficiency and effectiveness of
• processes, protocols, and workflows across teams, and evaluates the impact on
• key stakeholders. Solicits feedback from others on ideas for alternative
• approaches and methods for continued improvement.

Performance and Development

-Contributes to the talent development pipeline by participating in candidate

interviews, assessing candidates, and providing hiring recommendations.