Technical Account Representative (TAM) 4

Technical Account Representative (TAM) 4

Job Description

•    The candidate must have strong troubleshooting skills on Database and Database technology products
•    Expertise in Performance issue analysis and providing resolution
•    Guide customer on Oracle Database Best practices
•    Should possess knowledge on implementation and supporting on Database Security Products like Transparent Data Encryption, Redaction, Data Vault, Masking.
•   Possess strong troubleshooting skills on Real Application Cluster
•    Should be able to guide and mentor team of engineers on Database Technology products
•    Should possess knowledge and be able to articulate to customer the use cases of Advanced Compression, In-memory
•    Knowledge on Oracle Enterprise Manager

Personal Skills

• Strong experience in service delivery and/or project management is required.
• Oracle products and services knowledge will be highly appreciated as well as experience in Oracle HW platforms and OS.
• Experience on Enterprise Customers is required
• Excellent communication / relationship building skills
• Customer focused and results oriented
• Ability to work under pressure in highly escalated situations
• Organized with strong attention to detail
• Decision making / problem solving skills
• Ability to manage multiple concurrent activities (customer engagements)
• Highly professional: Ability to deal with senior and exec stakeholders with confidence
• Strong analytic skills and ability to pre-empt potential risks and issues

Responsibilities

• Be the single point of contact within Oracle for the customer, acting as their advocate for the service you are responsible for delivering.
• The CSS TAM is a customer advocate and must demonstrate customer obsession by placing the client needs first.
• Provide technical guidance and be part of the customer calls/meeting on adoption of database technology
• Should possess strong technical skills on Database and DB products to advocate to customer the use cases and guide the customer and team of Oracle CSS Engineers through the lifecycle of Oracle Technology product adoption
• Manage the contract or delivery engagement as defined by ACS line management, including creating and maintaining accurate documentation
• Maintain the Oracle business systems to ensure systems are up to date with the correct/current information (resource assignment, timecards, rates, completion estimates, invoice details etc.) to ensure that services are delivered efficiently, invoices are generated in a timely manner and revenues are recognised promptly.
• Plan and deploy resources to ensure effective delivery within agreed budgetary constraints.
• Where appropriate create and maintain the ACS service delivery or project plan.
• Actively manage project forecast, identify risks and issues and opportunity for revenue collection (upside)

Accountabilities:

• Proactively manage the contract delivery to completion / customer acceptance
• Proactively report on any potential risks / issues that may impact service delivery or customer satisfaction
• Manage any customer escalation that may arise
• Ensure all contract-related systems and documentation either required contractually or as part of a program, are up to date and accurate
• Monitor and report revenue forecast and margin estimates, revenue and margin achievements for each contract 
• Work in line with customer working practices and procedures, if contractually agreed 
• Operate in line with Oracle CSS business processes and procedures
• Operate in line with Oracle Global and local HR policies and procedures