Oracle Technical Account Manager in Hong Kong
Technical Account Manager
The Technical Account Manager (Big Data/BI technical) is
responsible for maintaining and managing the ACS contract relationship with the
customer. The TAM helps the customer leverage their ACS services coupled with
their Premier Support contract to maximize the value from their Oracle
investment and achieve desired business outcomes. Ensures that customers and
decision makers are influenced and promptly resolves key issues and problems.
The TAM's responsibilities fall into six major areas:
Works proactively with the customer to understand key
customer projects, pertinent goals, and customer KPIs. Develops an account plan
and strategy for leveraging the acquired ACS services to achieve the desired
value-based objectives. Perform ongoing account oversight and conduct periodic
COORDINATION OF CONTRACT DELIVERABLES:
Develop a Service Delivery Plan that maps key account
objectives to specific contract deliverables identified with the ACS contracts.
Manage the Delivery Plan, coordinate resource assignments, and manage Projects
to drive the desired results and deliver high-value to the customer. Properly
manage project efforts to prevent scope-creep and ensure optimal profit margin.
Serves as the customer advocate within Oracle focusing on
Support LOB issues, but also providing assistance across all lines of business.
Customer advocacy needs the TAM both clearly articulating the customers
position, but also manage the customer's expectations (and represent the
interests of Oracle).
ESTABLISH SERVICE VALUE PROPOSITION:
The TAM works collaboratively with the customer and other
members of the account team to understand the Key Business Specifications, the
appropriate KPIs, and the associated Payback Avenues to drive ROI for the
BUSINESS DEVELOPMENT: Recognizes and solicits business
opportunities within customer accounts and develops to the point where the
sales organization can engage in deal pursuit.
SKILL: Project experience in design, development, and operational support on
Big Data, Business Intelligence and Analytics, and data warehousing areas, and
can also articulate the value and use cases, and build roadmap for
adoption of these areas.
Works collaboratively with Sales, ASE and the customers to determine their
needs and identify appropriate solutions. The TAM has a good working knowledge
of the tools, methods and techniques used to conduct periodic Account Planning
and Account Reviews. Strong knowledge of Professional Services, Account
Management, Project Management, Enterprise IT Management, Customer Support,
Enterprise software deployments. PMP and basic ITIL Certification is desirable
as well demonstrated competency in interpersonal skills, business acumen,
relationship building, conflict management, time management and team building.
Extensive customer face-to-face experience at middle or executive levels, solid
industry experience/knowledge, and demonstrated expertise in large (multi-site
or international) IT projects.
Detailed Description and Job Requirements
This position will be responsible 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. In addition, this position will be a leader in ensuring overall customer satisfaction with Oracle’s products and related implementation services.
This position will provide customers with regular assessments on the domains of strategy, process, governance, people and technology accompanied by recommendations for improvement in each area. The ATAM will act as the primary liaison between Oracle, the customer, and the system integrator with respect to the implementation. He/she will serve as Oracle
- s support/services lead to the customer and provide business process, application functionality, technology, and implementation expertise by delivering a combination of business specifications analysis, technical consulting and project management skills. The TAM is responsible for escalating issues across multiple business units within Oracle (e.g. Technical Support, Expert Services, Sales, Consulting, Product Development, etc.) and marshalling resources as necessary to resolve problems.
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Demonstrated success at Oracle for at least 3 years and as a Technical Account Manager for at least 2 years, including involvement in at least 5 successful customer deployments. Recommended 7-10 years of professional Information Systems implementation experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences). Understanding of various technical architectures and operating systems including web-based applications, networks, RDBMS (Oracle, DB2, MS SQL Server), etc. Project Management (PMP) certification or extensive Project Management experience across global and diverse organizations. Industry experience is desired.
Location: Hong Kong
Job Type: Regular Employee Hire