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 drive innovation. The Senior Technical Account Manager serves as the main contact for individual contracts, providing advanced advisory services, maintaining customer relations, and ensuring effective utilization of Oracle products and services.
Responsibilities
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
Skills
- 6 to 10+ years of experience
- Good technical skills in Oracle Database and in any one of the Oracle Applications such as Fusion Applications, EBS, PSFT & JDE etc
- Knowledge & experience in Exadata, ExaCS and Oracle Cloud Infrastructure
- Understanding of Technical architecture, operating systems and network
- Strong understanding of Incident Management process in a production IT Environment and IT Operations
- Good understanding of Problem Management, Change Management and Event Management processes
- Demonstrated knowledge of incident management practices, activities, techniques, and tools within a large, complex organization preferably in Infrastructure areas
- Demonstrated ability to effectively coordinate resolution efforts for escalated issues
- Good understanding of the business impacts of critical situations
- Demonstrated ability to effectively communicate at the technical and business management level
- Strong customer facing skills
- Ability to multitask, maintain composure in high-stress/high-visibility situations and change priority as needed to accommodate a very dynamic business
- Excellent team player, willing to learn new technologies & problem-solving skills
- Strong organization skills, detail oriented & communication skills
- University degree, with post graduate technical or management qualifications or other relevant experience
- OCI Certified / ITIL Foundation Certification in IT Service Management / PMP
Benefits
- 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