Job Description
Serves as the main contact for complex contracts, providing expert business processes, product/service (e.g., hardware, applications, software) functionality, and/or implementation knowledge. Drives efforts to provide services and educates customers on ways to leverage Oracle services. Reviews service requests, anticipates and identifies potential crises, takes the lead in resolving issues, and owns connecting and/or escalating issues to relevant teams to reach solutions. Drives the development and management of plans, actively engaging in review and update documentation, and leverages understanding and collaborates across teams to anticipate and identify opportunities to propose and lead the delivery of opportunities and contract renewals and reports results. Serves as an expert and drives ongoing maintenance, leads others to act as a liaison between teams, and recommends opportunities to improve customer ability to adopt product and service changes. Collaborates with peers across teams and departments to lead the adoption of innovative ways of delivering services, serves as a role model for driving innovation, experiments with new approaches, and provides input on decisions made the development of new services and/or processes, influencing others across teams to remain up-to-date with technological business, and industry trends.
Responsibilities
KeyResponsibilities
Customer Engagement:
-Serves as the main point of contact for highly complex contracts, providing
business process, product/service (e.g., hardware, applications, software)
functionality, and/or implementation expertise in an advisory manner. Acts as a
role model for other Technical Account Managers (TAMs).
-Drives efforts to provide timely services, ensuring alignment with their
practices, procedures, contractual budgets, providing expert-level insight on
the development, utilization, and revision of contractual agreements.
-Maintains customer relations, communicating with key leaders across internal
and external teams and lines of business to ensure satisfaction. Provides
updates on customer status to senior leadership.
-Educates customers on the most effective and efficient way to leverage Oracle
services, products, and tools, leading others to take innovative approaches and
providing feedback on customer organization performance and assisting in the
development of support strategies.
Issue Resolution:
-Reviews service requests and guides others to identify relevant information to
gather from appropriate parties and takes the lead to determine next steps.
-Anticipates and identifies potential crises or concerns and takes the lead in
resolving customer issues and incidents in a timely manner, leveraging
extensive expertise and knowledge of available resources and other customer
experiences across Oracle to develop innovative solutions and mitigate future
challenges.
-Takes ownership of connecting and escalating high-impact issues to relevant
teams or management, demonstrating foresight in identifying and reporting
critical pain points and minimizing business impact.
Account Management and Governance:
-Drives the development and management of service delivery and project plans
throughout their lifecycle and ensures positive margins according to governance
and account management expectations and contracted terms, mentoring others.
-Implements goals for maintaining accurate and up-to-date customer account
information, contracts, and service history, addressing any gaps or needs for
additional information.
-Ensures adherence to the schedule for conducting account planning and reviews,
closely monitoring, and communicating the status of highly complex projects
including identification of risks and mitigation recommendations.
-Actively engages in reviewing and updating documentation, partnering with
senior team members and leadership to maintain contract cost analysis, resource
allocation, scheduling, and scope management, providing assistance to others
working to meet contract revenue and margin objectives.
-Leverages understanding of business needs and collaborates across teams to
anticipate and identify opportunities to propose and lead the delivery of new
opportunities and contract renewals and reports results to key leaders.
Technical Delivery Management:
-Leading the review of and advises customers on optimal use and health or their
Oracle product/service investment, serving as an expert and driving ongoing
maintenance to optimize and ensure effectiveness and performance of the product
and/or service.
-Serves as a role model for collaborating with cross-functional teams,
influencing the execution and development of technical delivery plans.
-Leads others to act as a liaison between customers, internal, and external
teams.
-Recommends opportunities to others to increase customer understanding and
improve their ability to adopt product and service changes according to
policies and best practices.
Innovation and Continuous Improvement:
-Collaborates extensively with peers across teams and lines of business to lead
the adoption of innovative ways to deliver service to customers and optimize
overall product and service utilization to achieve ROI goals, influencing
roadmaps and customer decision making.
-Serves as a role model for driving innovation, identifying ways to experiment
with new approaches, and seeking opportunities to share knowledge of product,
service, and/or support information or issues.
-Anticipates and leads others to identify and capitalize on opportunities for
enhanced value for services.
-Provides input on decisions made when developing new services and/or
processes, influencing others across teams to stay abreast of technological,
business, and industry trends.
Core Responsibilities
Planning & Execution:
-Manages and provides direction on timelines, deliverables, and budgets when
applicable for critical high-impact projects or initiatives that impact the
line of business, ensuring timely completion and adherence to requirements.
Anticipates and plans for shifts in resources or timelines based on changing
business priorities, ensuring optimal outcomes.
Collaboration & Partnership:
-Influences cross-functional leaders and external stakeholders to gain
alignment on strategic objectives. Fosters partnerships with key business
leaders, stakeholders, and/or customers, identifying opportunities for
expanding partnerships and promoting long-term organizational success.
Champions transparency and inclusivity by actively seeking, listening to, and
incorporating diverse perspectives.
Problem Solving:
-Leads specialized, advanced problem-solving efforts, serving as an escalation
point for complex issues. Guides others to leverage innovative data-driven
techniques to address ambiguous or novel issues, identify root causes, and
drives the implementation of solutions that prevent future issues.
Continuous Learning:
-Leverages deep industry knowledge and expertise to serve as a thought leader within
the organization. Contributes to the advancement of the field or industry
through thought leadership (e.g., conference presentations, white papers,
research contributions). Maintains and evolves expertise in relevant areas by
proactively monitoring emerging trends, technologies, and industry standards,
ensuring the organization remains current with best practices. Champions
continuous learning and knowledge sharing, promoting professional development
across teams. Applies new knowledge to drive advancement and mentors others to
do the same.
Continuous Improvement:
-Develops innovative solutions and drives the implementation of ideas that
increase the efficiency and effectiveness of processes, protocols, and
workflows across the organization. Evaluates effectiveness of updated
approaches and methods for continued improvement to enhance efficiencies and
ensure changes align with organizational goals. Designs and develops metrics to
measure success of improvement initiatives.
Performance and Development:
-Serves as a subject matter expert regarding talent needs and organizational
talent strategy. Imparts leadership and expert knowledge throughout the talent
development pipeline including candidate interviews, candidate assessment, and
hiring decisions, ensuring alignment with organizational talent strategy.
Disclaimer:
Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range in USD from: $103,800 to $234,600 per annum. May be eligible for bonus, equity, and compensation deferral.
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 - IC5
About Us
Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.
True innovation starts when everyone is empowered to contribute. That's why we're committed to growing a workforce that promotes opportunities for all with competitive benefits that 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.
We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling 1-888-404-2494 in the United States.
Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
