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.