Senior Technical Account Manager

• Serves as the main contact for individual contracts, providing advanced advisory business processes, product/service (e.g., hardware, applications, software) functionality, and/or implementation knowledge. Provides services, maintains customer relations, provides updates to leadership, and educates customers on ways to leverage Oracle services. Reviews service requests and gathers information to determine next steps, identifies potential crises, leveraging advanced knowledge and other customer experience to develop solutions, and connects and/or escalates issues to appropriate teams to reach solutions. Develops and maintains plans, updates and maintains information, ensures up-to-date documentation, and identifies and submits delivery leads for new opportunities and contract renewals. Independently provides ongoing maintenance, acts as a liaison between teams, and adheres to plans to ensure customers adopt product and service changes. Works closely with peers to identify and develop innovative ways of delivering services, provides direction and shares relevant product/support information, and provides input on the development of new services and/or processes, remaining up-to-date with technological business, and industry trends.

Key Responsibilities
Customer Engagement:
-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.
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 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.
Account Management and Governance:
-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.
Technical Delivery Management:
-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.
Innovation and Continuous Improvement:
-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.

Core Responsibilities
Planning & Execution:
-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.
Collaboration & Partnership:
-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.
Problem Solving:
-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.
Continuous Learning:
-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.
Continuous Improvement:
-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.

Career Level - IC3