Principal Technical Account Manager
Key
Responsibilities
Customer Engagement:
-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.
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 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.
Account Management and Governance:
-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.
Technical Delivery Management:
-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.
Innovation and Continuous Improvement:
-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.
Core Responsibilities
Planning & Execution:
-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.
Collaboration & Partnership:
-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.
Problem Solving:
-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.
Continuous Learning:
-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.
Continuous Improvement:
-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.
Performance and Development:
-Contributes to the talent development pipeline by participating in candidate
interviews, assessing candidates, and providing hiring recommendations.
Career Level - IC4