Oracle - Director - Technical Account Management (20-24 yrs)

Role: Director Technical Account Management

Location: Mumbai

As part of CSS organization, you will lead a team of technical account managers and project managers focused on service delivery and management of Customer Services Contracts. The role requires\ working with customers in BFSI domain. You will be accountable as the point of contact for onsite/remote services within the designated region, to assure appropriate service delivery management coverage to fulfill Customer Success Services delivery commitments. You will be part of the India Region Management team of Regional Service Center, JAPAC, ensuring customer retention, supporting customer acquisition, and managing global initiatives to drive growth and adoption apart from managing Governance of some of the large banking customers of India region.

Role Charter: Delivery Management and Customer Governance , Customer Success , Account Relationship Management, Contract Management

- 20+ years of industry experience.

- A solid technical background and understanding of Oracle Technology Products

- Proven experience in leading customer engagements in Managed Delivery space

- Through understanding of ITIL Process and standard methodologies

- Experience and knowledge of project management principles, methodologies, and tools

- Strong governance experience while managing customer engagements.

- Exceptional communication skills, both written and verbal and ability to communicate effectively with CXO levels from customer side.

- Ability to identify, communicate and set clear objectives in ambiguous situations.

- Ability to clearly articulate messages to a variety of audiences

- Ability to establish and maintain strong relationships.

- Ability to influence others and move toward a common vision or goal.

- Flexible, adaptable, resilient and tenacious.

- Forward-looking with a broad view

- Organized with a natural inclination for planning strategy and tactics.

- Problem-solving and root cause identification skills

- Able to work effectively at all levels in the CSS organization.

- Must be a teammate and able to work collaboratively with and through others.

- Familiarity with project management approaches, tools and phases of the project lifecycle

- PMP or ITIL certifications preferred.

- Should be from a BFSI domain.

- Expected to travel at least 25% of their time.

Responsibilities:

1. Solutions or a combination thereof.

2. Responsible for providing coaching, mentoring, and helping team attain a high degree of customer satisfaction.

3. Accountable for service delivery and governance, utilization, and for delivery of other identified departmental results through

4. Regular interaction with sales, delivery account teams to ensure appropriate solutions are being identified and implemented, support on defining service solution and corresponding effort estimation.

5. Ensure interactions with customers are of highest quality. Oversee the delivery of high-quality customer deliverables and supporting TAMs to ensure quality of work is of the highest Caliber.

6. Ensure customer relationships are built and maintained at appropriated level, through regular contacts and visits within the framework of CSS engagements and in alignment with CSS Sales and Account Management.

7. First level blocking issue directly managing TAM/PM team with operational focus on multiple accounts.

8. Attains results within Oracle management policies and practices. Complete company policies that affect immediate operation(s) and may have company-wide effect.

9. Understands own product/solutions portfolio extremely well and knows how to win relative to competition.

10. Interaction with XLOBs for better customer experience

11. Apply customer experience and needs to determine new opportunities and methods for CSS to engage with customers.

12. Work with Oracle teams across lines of business such as Premier Support, Customer Management, Partner Management, License Sales, Product Development, Consulting and Education.

13. Active participation with the relevant regional and global collaboration programs to oversee the sharing of standard methodologies, technical knowledge and experience among the TAM community.