Principal Technical Account Manager

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 plans.
-Mentors more junior team members to act as a liaison between customers, internal, and external teams.
-Seeks opportunities to increase customer understanding and improve their ability to adopt product and service changes according to policies and best practices.
Innovation and Continuous Improvement:
-Works closely with peers within and sometimes beyond the team to identify and develop innovative ways to deliver service and improve overall product and service utilization to achieve ROI goals.
-Contributes to the team by providing guidance, experimenting with new approaches, and seeking opportunities to share knowledge of product, service, and/or support information or issues.
-Identifies and recommends opportunities for enhanced value for services.
-Plays a key role in the development of new services and/or processes, remaining up-to-date with technological, business, and industry trends.

Core Responsibilities
Planning & Execution:
-Manages and coordinates moderately complex tasks, monitoring timelines and deliverables to ensure timely completion and adherence to requirements for a moderately-sized project or initiative. Efficiently delegates, monitors, and prioritizes work across multiple projects, providing technical oversight and adjusting plans to address shifts in resources or timelines.
Collaboration & Partnership:
-Collaborates across the organization to align on expectations and achieve shared objectives. Leverages understanding of business leaders, stakeholders, and/or customers to ensure proposed solutions meet their needs. Supports inclusivity by actively seeking and listening to diverse perspectives, ensuring others feel heard and respected.
Problem Solving:
-Identifies and addresses moderately complex issues by analyzing a wide range of data and/or information to identify solutions in accordance with standard practices. Proactively escalates unresolved or critical issues with a thorough assessment and suggests potential solutions. Reviews, contributes to, and documents problem solving strategies.
Continuous Learning:
-Pursues learning opportunities to expand knowledge and skills and/or tools in new areas and stays abreast of the latest industry trends and best practices. Proactively seeks and leverages ongoing feedback and training to improve skills. Coaches and mentors junior team members, fostering continuous learning and knowledge sharing within and across teams.
Continuous Improvement:
-Develops ideas, recommends updates, and/or collaborates on the implementation of process improvements to increase the efficiency and effectiveness of processes, protocols, and workflows across teams, and evaluates the impact on key stakeholders. Solicits feedback from others on ideas for alternative approaches and methods for continued improvement.
Performance and Development:
-Contributes to the talent development pipeline by participating in candidate interviews, assessing candidates, and providing hiring recommendations.