Lead Principal Technical Account Manager

** Job Description*
* Serves as a trusted advisor to customers and technical expert on technologies across the marketplace to shape guidance provided to customers. Serves as a go-to technical expert with highly specialized knowledge across Oracle and non-Oracle technologies, products, services, and best practices. Leads organization-wide optimizations (e.g., automation) into solutions and technical delivery in coordination with the customer team. Acts as an internal and/or external expert point of contact and escalation point for critical technical and process issues and provides proactive and reactive technical assistance in close cooperation with Support and Product Development teams for problem analysis and investigation.

Assists customers with highly complex software updates, upgrades, configuration, and incident remediation and educates and mentors junior engineers to educate customers on product features, upgrades, and best practices. Leads the scoping, creation, and maintenance of customer deliverables to help customers with solution implementation. Leads highly complex problem analysis and investigation, providing documented technical solutions ready for customers to implement, test, and maintain.

Drives cross-functional solution alignment with technology strategy and business goals. Delivers presentations and acts as a technical expert and executive presence during presentations for junior engineers.

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

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

functionality, and/or implementation expertise in an advisory manner. Acts as a

role model for other Technical Account Managers (TAMs).

-Drives efforts to provide timely services, ensuring alignment with their

practices, procedures, contractual budgets, providing expert-level insight on

the development, utilization, and revision of contractual agreements.

-Maintains customer relations, communicating with key leaders across internal

and external teams and lines of business to ensure satisfaction. Provides

updates on customer status to senior leadership.

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

services, products, and tools, leading others to take innovative approaches and

providing feedback on customer organization performance and assisting in the

development of support strategies.

** Issue Resolution:*
* -Reviews service requests and guides others to identify relevant information to

gather from appropriate parties and takes the lead to determine next steps.

-Anticipates and identifies potential crises or concerns and takes the lead in

resolving customer issues and incidents in a timely manner, leveraging

extensive expertise and knowledge of available resources and other customer

experiences across Oracle to develop innovative solutions and mitigate future

challenges.

-Takes ownership of connecting and escalating high-impact issues to relevant

teams or management, demonstrating foresight in identifying and reporting

critical pain points and minimizing business impact.

** Account Management and Governance:*
* -Drives the development and management of service delivery and project plans

throughout their lifecycle and ensures positive margins according to governance

and account management expectations and contracted terms, mentoring others.

-Implements goals for maintaining accurate and up-to-date customer account

information, contracts, and service history, addressing any gaps or needs for

additional information.

-Ensures adherence to the schedule for conducting account planning and reviews,

closely monitoring, and communicating the status of highly complex projects

including identification of risks and mitigation recommendations.

-Actively engages in reviewing and updating documentation, partnering with

senior team members and leadership to maintain contract cost analysis, resource

allocation, scheduling, and scope management, providing assistance to others

working to meet contract revenue and margin objectives.

-Leverages understanding of business needs and…