Senior Technical Account Manager; TAM – CSS Nordics

Senior Technical Account Manager (TAM) – CSS Nordics

About Oracle

Oracle is leading a cloud revolution. Emerging technologies are disrupting old paradigms and unleashing new opportunities. We are transforming the world of business, empowering nearly half a

million organizations worldwide to turn untapped potential into real business value. We enable companies to reimagine their businesses, processes, and experiences to outpace change.

Customer Success Services (CSS) is a global line of business at Oracle, with over 20 years of experience providing dedicated support to more than 6,000 companies across 100 countries. Our services are

designed to fit the evolving needs of our customers by working closely with them to understand their unique requirements and business goals. We help organizations embrace the right technology to shape their future and achieve more.

The Senior Technical Account Manager (TAM) helps customers maximize the value of their Oracle investments and achieve business outcomes by managing the successful delivery of CSS transition,

deployment, and optimization services across all Oracle products, technologies, and both on-premise and cloud layers. This role maintains and manages CSS customer relationships and delivery projects to

ensure customers and decision makers are engaged, influenced, and delighted.

• Provide oversight for all aspects of ongoing service delivery, ensuring compliance with SLAs and operational excellence.
• Continuously monitor and report on service performance, driving improvements and adopting best practices to enhance customer value.
• Act as a primary point of contact for escalations, service reviews, and operational updates while fostering strong customer relationships.
• Collaborate with technical, support, and business teams to resolve incidents, manage changes, and ensure seamless delivery of Oracle services.
• Champion feedback loops and continuous service improvement initiatives.

• Develop and monitor service delivery plans that align key objectives with contracted deliverables.
• Coordinate resources and oversee service execution to ensure high-quality, consistent results for the customer.
• Prevent service drift beyond contractual obligations, maintain optimal service profitability, and identify/mitigate risks and issues proactively.

• Lead or support customer projects related to migrations, upgrades, implementations, and cloud transitions as required.
• Oversee project planning, resource coordination, and delivery to achieve customer objectives and Oracle’s profitability targets.
• Employ industry-standard project management methodologies (e.g., PRINCE2, PMP, Agile) to manage projects when appropriate.
• Manage all project phases: transition from sales to delivery, resource management, defining and driving success criteria, and acting as the primary client interface for project activities.
• Oversee project financials, including revenue forecasting, resource allocation, change control, and escalation management.

• Serve as the customer advocate within Oracle, focusing on CSS matters and ensuring ongoing alignment between Oracle services and customer needs.
• Articulate customer requirements, manage expectations, and represent CSS interests to drive customer satisfaction and continuous value delivery.

• Identify and nurture additional service opportunities within customer accounts, collaborating with the sales organization to grow the business relationship.