Principal Technical Account Manager

Customer Success Services (CSS) is hiring a Principal Technical Account Manager to become a trusted customer advisor to guide and support the full life cycle implementation of Oracle products and related implementation services maximizing the customer's use of Support Services, driving satisfaction, referenceability and protecting/enhancing revenue streams. This role will be primarily focused on delivery of our SaaS/cloud related services including Cloud Priority Support, Mission Critical Support for SaaS and Mission Critical Administration for our State, Local Government and Higher Education (SLED) customers. Additionally, the TAM will deliver and oversee other CSS services as required for customers running on variety of platforms and applications.

Accountable for providing customers with the guidance and support needed throughout the full life cycle of implementation and on their journey to the cloud to ensure successful and most effective use of Oracle’s Cloud/SaaS, Hybrid and OnPremise products and related implementation services. Enhance 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 business partners 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 (State, Local Government and Higher Education), 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 and upsells. 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 sophisticated, involving the application of advanced technical/business skills in area of specialization.

Key Experience:

• 7-10 years Enterprise implementation experience, IT Service management, Project management or Account Management experience and/or Advanced Technical Educational degree.
• Understanding of Oracle Fusion Cloud (HCM, ERP, SCM, EPM, Taleo) technical support processes, including the intricacies of each Fusion Cloud component is desired and is a plus.
• Project Management or Service Management certification is desirable - ITIL, PMP, Prince2 or University equivalent.
• Subject Matter expertise in industry or product(s), specifically the SLED space
• Ability to effectively communicate and engage with senior executives. Demonstrated expertise in large (multi-site or international) IT projects.
• Working Globally is desirable.
• Ability to travel up to 25%.

Location: Candidate will need to be located within the territory in any of the following states: California, Colorado, Arizona, Washington, Oregon, Idaho, Montana, Wyoming, Utah or Nevada.

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. 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.
9. 11 paid holidays
10. 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.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. 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 - IC4

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