Principal Technical Account Manager

** Job Description*
* Serves as the main contact for individual contracts, providing extensive business processes, product/service (e.g., hardware, applications, software) functionality, and/or implementation knowledge. Provides services, adjusting to ensure alignment, and educates customers on ways to leverage Oracle services. Reviews service requests and gathers information to determine next steps, identifies potential crises, leveraging extensive knowledge and other customer experience to develop innovative solutions, and connects and/or escalates issues to appropriate teams to reach solutions, anticipating and reporting pain points.

Develops and maintains plans and ensures positive margins, seeks opportunities to review and update documentation, and leverages understanding and collaborates across teams to identify and submit delivery leads for new opportunities and contract renewals. Proactively provides ongoing maintenance, mentors team members to act as a liaison between teams, and seeks opportunities to improve customer ability to adopt product and service changes.

Works closely with peers within and sometimes beyond the team to identify and develop innovative ways of delivering services, provides direction, experiments with new approaches, and seeks opportunities to share product/support information, and plays a key role in the development of new services and/or processes, remaining up-to-date with technological business, and industry trends.

** Responsibilities*
* ** Key Responsibilities*
* ** Customer Engagement:*
* -Serves as the main point of contact for individual-level contracts, providing

advanced business process, product/service (e.g., hardware, applications,

software) functionality, and/or implementation knowledge in an advisory manner.

-Provides timely services, adjusting to ensure alignment with their practices,

procedures, contractual budgets, leveraging contractual agreements and

identifying revisions.

-Maintains customer relations, communicating with customers and across related

teams regularly to ensure satisfaction. Provides updates on customer status to

leadership.

-Educates customers on the most effective and efficient way to leverage Oracle

services, products, and tools, experimenting with new approaches and providing

feedback on customer organization performance.

** Issue Resolution:*
* -Reviews service requests and gathers information from appropriate parties to

determine next steps.

-Identifies potential crises or concerns and works to resolve customer issues

and incidents in a timely manner, leveraging advanced knowledge of appropriate

resources and other customer experience to develop innovative solutions.

-Connects and/or escalates issues to appropriate teams to reach solutions and

minimize impact on the business, anticipating and reporting pain points to

minimize impact on the business.

** Account Management and Governance:*
* -Develops and maintains service delivery and/or project plans throughout their

lifecycle and ensures positive margins according to governance and account

management expectations and contracted terms.

-Proactively updates and maintains accurate customer account, contract, and

service history information, identifying and addressing areas missing

information.

-Independently and proactively conducts account planning and account reviews,

tracking and communicating status on a wide range of projects including risk

identification and mitigation recommendations.

-Seeks opportunities to review and update documentation and collaborates with

peers to maintain contract cost, resources and scheduling, and scope, working

to meet contract revenue and margin objectives.

-Leverages understanding of business needs and collaborates across teams to

identify and submit delivery leads for custom new opportunities and contract

renewals.

** Technical Delivery Management:*
* -Proactively advises customers on optimal use and health or their Oracle

product/service investment, proactively providing ongoing maintenance to

optimize and ensure effectiveness and performance of the product and/or

service.

-Collaborates with cross-functional teams, driving the execution and

development of technical delivery…