Note: The job is a remote job and is open to candidates in USA. Oracle is a leading company that brings together data, infrastructure, applications, and expertise to power industry innovations. The Principal Technical Account Manager serves as the main contact for individual contracts, providing extensive knowledge of business processes and product functionality, while ensuring customer satisfaction and driving innovative solutions.
Responsibilities
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- Contributes to the talent development pipeline by participating in candidate interviews, assessing candidates, and providing hiring recommendations
Skills
- 10+ years of experience in a relevant field
- Ability to read, write, and speak English
- Experience in providing extensive business processes, product/service functionality, and/or implementation knowledge
- Ability to maintain customer relations and communicate effectively with customers and teams
- Experience in reviewing service requests and gathering information to determine next steps
- Ability to identify potential crises and work to resolve customer issues in a timely manner
- Experience in developing and maintaining service delivery and/or project plans
- Ability to conduct account planning and account reviews independently
- Experience in advising customers on optimal use and health of their Oracle product/service investment
- Ability to collaborate with cross-functional teams
- Experience in mentoring junior team members
- Ability to identify and develop innovative ways to deliver service and improve product and service utilization
- Experience in managing and coordinating moderately complex tasks
- Ability to collaborate across the organization to align on expectations
- Experience in identifying and addressing moderately complex issues
- Ability to pursue learning opportunities to expand knowledge and skills
- Experience in developing ideas and recommending updates for process improvements
- Ability to contribute to the talent development pipeline by participating in candidate interviews and providing hiring recommendations
Benefits
- May be eligible for bonus and equity.
- Visa / work permit sponsorship is not available for this position
- Competitive benefits that support our people with flexible medical, life insurance, and retirement options.
- Volunteer programs.
- Flexible medical, life insurance, and retirement options
- Medical, dental, and vision insurance, including expert medical opinion
- Short term disability and long term disability
- Life insurance and AD&D
- Supplemental life insurance (Employee/Spouse/Child)
- Health care and dependent care Flexible Spending Accounts
- Pre-tax commuter and parking benefits
- 401(k) Savings and Investment Plan with company match
- Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position.
- Accrued Vacation is provided to all other employees eligible for vacation benefits.
- For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment.
- Vacation accrual is prorated for employees working between 20 and 34 hours per week.
- Employees working fewer than 20 hours per week are not eligible for vacation.
- 11 paid holidays
- Paid sick leave: 72 hours of paid sick leave upon date of hire.
- Refreshes each calendar year.
- Unused balance will carry over each year up to a maximum cap of 112 hours.
- Paid parental leave
- Adoption assistance
- Employee Stock Purchase Plan
- Financial planning and group legal
- Voluntary benefits including auto, homeowner and pet insurance
Company Overview