Principal Technical Account Manager - OCI

Technical Account Manager (TAM) Our Team

Oracle Customer Success Services (CSS) enable organizations to leverage their Oracle investments to extend into the cloud with greater value, choice, and confidence. Oracle delivers enterprise-grade, end-to-end managed cloud services across its broad portfolio of business applications, middleware, database, and hardware technologies.

Oracle Customer Success Services (CSS) has industry-leading expertise with the highest customer satisfaction to support customer business every step of the way.

Part of our growth strategy, we are recruiting an experienced Technical Account Manager (TAM) with extensive service delivery / operations background with Oracle products.

Our ideal candidate will typically be expected to demonstrate the following attributes:

• Good technical skills in Oracle Database and OCI experience either in engineering side and architecture areas.
• Knowledge & experience in Exadata, ExaCS and Oracle Cloud Infrastructure.
• Understanding of Technical architecture, operating systems and network.
• Should have a strong customer facing skills.
• Ability to multitask, maintain composure in high-stress/high-visibility situations and change priority as needed to accommodate a very dynamic business. Work in rotation Shifts.
• Excellent team player, willing to learn new technologies & problem-solving skills.
• Strong organization skills, detail oriented & communication skills.
• University degree, with post graduate technical or management qualifications or other relevant experience.
• OCI Certified / ITIL Foundation Certification in IT Service Management / PMP.

The candidate should have 11+ years of experience in Oracle products including Technical/Functional and Project/Program Management experience and have a track record in delivering large-scale global Application or infrastructure/database projects. High commitment with his/her customers is must.

The role will be based in Bangalore / Hyderabad / Delhi

Key tasks include, but are not limited to, the following:

• Accountable for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use of Oracle’s products and related implementation services.
• Maximize the customers' use of Support Services, drive a high degree of satisfaction, referenceability and protect/enhance revenue streams.
• Advocates for customer and becomes a trusted advisor aligning with the stakeholders of their assigned customers. Leading contributor individually and as a team member, providing direction and mentoring to others.
• Build significant long‑term relationships with key customer contacts. Understand the customer’s industry, as well as its technical and infrastructure environment, and translate it into Oracle solutions.
• Work collaboratively with Sales, the Customer Service Manager and the customers to determine their needs and identify appropriate solutions.
• Coordinate delivery of Support Services. Involvement in at least 5 successful customer engagements, focusing on customer service delivery and management.
• Conduct periodic Account Planning and Account Reviews, tracking and communicating status on complex projects including risk identification and mitigation recommendations.
• Execute Project Management principles - managing contract cost, resources and scheduling, scope, and risk management. Identify and submit delivery leads for new opportunities and contract renewals.
• Has detailed knowledge and demonstrated execution of Oracle policies, procedures, reporting, escalation process, and delivery tools with complex contracts.
• May take a project lead role. Work is non‑routine and complex, involving the application of advanced technical/business skills in an area of specialization.
• 7-10 years Enterprise implementation experience, IT Service Management, Project management or Account Management experience, and/or Advanced Educational degree.
• Project Management or Service Management certification is desirable – ITIL, PMP, Prince2 or University equivalent. Subject Matter expertise in industry or product(s).
• Ability to effectively…