Job Description
Accountable for providing Oracle Partners and Customers with guidance and support needed throughout implementation to ensure successful and most effective use of Oracle's products and related implementation services. Enhance Customers' use of Support Services, drive a high degree of satisfaction, referenceability and protect/enhance revenue streams. Advocate for Partner/Customer and become a trusted advisor, and ensure timely issue resolution.
Key Focus:
This position will be responsible for providing Partners and Customers with the guidance and support needed based on their needs. It could be throughout the full life cycle of implementation to ensure successful and most effective use of Oracle's products or it could be one-off situations where Partner/Customer facing a showstopper issue needs quick resolution to be able to go-live with their implementation. In addition, this position will be a leader in ensuring overall Customer satisfaction.
Location: Remote role based in the Central and Eastern Time zone.
Distinguishing Characteristics of Role:
This position will work closely with the Oracle Cloud Catalyst Partner Support Manager in ensuring quick action and resolution to all issues that are brought to the table. The issues would be of utmost severity, needing timely resolution. In addition, provide Cloud Catalyst Partner Program with regular updates/assessments on the domains of strategy, process, governance, people, and technology, accompanied by recommendations for improvement in each area. The TAM will act as the main liaison between Oracle Cloud Catalyst Partner Support Managers/Partner Point of Contact Manager and various stakeholders with respect to the implementation. They will serve as strategic advisor to the Customer and provide application functionality, technology, and implementation expertise by delivering a combination of technical consulting and project management skills as needed. The TAM will be responsible for advancing issues across multiple business units within Oracle (e.g., Technical Support, Expert Services, Sales, Consulting, and Product Development) and marshaling resources as necessary to resolve problems.
Responsibilities
Example of Duties:
Provide reactive and proactive implementation advice and guidance, which may include suggested services by other organizations or partners.
Identify key risks and mitigation strategies that may impact the success of the project
Act as a Customer advocate internally to ensure proper focus on red account and/or product-related issues within Technical Support and Engineering.
Advise the implementation project team on optimal design and use of Oracle products.
Understands and can articulate the entire product line and architecture.
Ability to route technical issues to the appropriate groups for resolution.
Provide product-specific functional guidance and standard processes across the Oracle product sets.
Develop a trusted advisor relationship with key personnel (Business and IT) at Partner/Customer.
Provide objective, impartial advice to the Partner/Customer in relation to their implementation.
Act as liaison between Oracle Cloud Partner Catalyst Program Team and other Oracle Internal Support teams for implementation-related issues/questions.
Identifies new license/services opportunities in existing customers as well as opportunities with new Customers.
Helps sell/renew TAM services to new and existing Customers.
Provides an overview of Oracle's Customer Care model and articulates TAM and Expert Services' value proposition.
Maintains productive relationships with the license sales organization as part of managing the account as a whole.
Participates in sharing knowledge and improvements in efficiency and effectiveness that positively impact profitability and competitive advantage.
Suggests ideas for improvements to process, results, methodology, standard processes, training and career development.
Qualifications:
Requires B.A or B.S or equivalent experience.
A minimum of 7 years of professional Information Technology experience.
Demonstrated experience in package systems implementation (CRM, ERP, HCM, Consulting experience), preferably Oracle's products.
Understanding of various technical architectures and operating systems, including web-based applications, networks, RDBMS (Oracle, DB2, MS SQL Server), etc.
OCI/IaaS/PaaS/SaaS experience is a plus.
Project Management certification or extensive Project Management experience across global and diverse organizations a plus.
Industry experience is desired.
Competency Requirements: Communication, Presentation, Decision Making, Customer Focus, Quality, Planning and Organizing, Problem Solving, Product Mastery, Technical/Professional Depth & Credibility.
Travel: Up to 25%
No sponsorship available for this position
LI-CG2
Disclaimer:
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range in USD from $36.06 to $85.63 per hour; from: $75,000 to $178,100 per annum. May be eligible for equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
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
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
Career Level - IC4
About Us
As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.
We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
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