• Technical Account Manager Jobs in Malaysia - 25314541

  • Malaysia
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  • 7 - 10 Years
  • Posted : above 1 month

Job Description:

Technical Account Manager (TAM) - 190019P6

Preferred Qualifications

The ACS TAM organization consists of diverse, highly-skilled, specialized customer service professionals with experiences in program and project management, quality assurance, service management and support account management The TAM community has been a beneficiary of Oracles acquisition strategy and is able to bring to our customers a very rich background and knowledge of the majority of Oracles product portfolio within a single, global team This is a unique feature of ACS TAMs are customer advocates and aspire to become trusted advisors aligning themselves with the stakeholders of their assigned customers They combine experience, knowledge and skill to aid their customers in delivering upon their IT strategy, overcome challenges and meet business goals

Core TAM Role

High Level Objectives

The primary responsibilities and list of activities that are expected of a TAM are detailed in this document At the very summary level, the objective of a TAM is to achieve a very high level of customer satisfaction with the ACS service(s) that the customer has purchased

To achieve this, the TAM must ensure they deliver upon these objectives

Manage the delivery of ACS services within the terms of the contract

Deliver the service in accordance with documented ACS service delivery procedures

Establish and maintain a delivery governance model with the customer

Provide regular, formal value-oriented reviews of contract achievements and status

Provide feedback to the customer on the performance of its organization

Monitor and track the profitability of delivering the service in line with the ACS business KPIs

Identify incremental opportunities to assist the customer in achieving its business objectives

TAMs provide best practice advice and guidance regarding the implementation, deployment support and operation of Oracle applications, technology and hardware infrastructure This enables customers to make fully informed decisions to help them maximize the business value of their Oracle investment and achieve the desired business outcomes while minimizing risk The TAM will drive recommendations through to resolution by working with customer stakeholders to ensure appropriate level of sponsorship and prioritization

TAM Core Responsibilities

While the contract scope, deliverables, and delivery model of ACS engagements vary, the core responsibilities remain common regardless of the contractual basis (annual fixed priced, time & materials or custom fixed scope), the technology (applications, core technologies or hardware infrastructure) or the customers deployment phase (project delivery, operations or system optimization)

The core TAM responsibilities are as follows

Customer Management The TAM is responsible for establishing and maintaining a delivery governance model with the customer at the operational, management and executive levels, as applicable As the customers primary point of contact for the delivery of the ACS contract, TAMs maintain relationships with customer stakeholders, understanding and aligning their objectives and perceptions with the contract scope Tasks include escalation management, orchestrating resources from across Oracle to provide resolution without need to escalate further, and serving as the customer trusted advisor, identifying risks where applicable, and proactively guiding the customer to successful outcomes in the use of Oracle technologies to support their business The TAM is also expected to help the customer understand the wider Oracle Customer Services organization to enable their customers to maximize their experience and benefit of their Premier Support contract Service Management Whether a project or a support service, the TAM is responsible for the delivery to the contract terms, for the effective and efficient use of ACS resources, achieving the estimated contract margin and burn rate expectations Management also includes the distribution of documents and deliverables, accurate record keeping in order to support business management that meet quality review and audit expectations Business Development TAMs communicate and manage customer satisfaction, perception of value and promote renewals and extensions of contracts where appropriate They should identify otheropportunities for Oracle to help the customer meet their IT and business objectives, and to support the ACS sales teams in pursuit of incremental business in existing and prospective customers

Detailed Description and Job Requirements

This position will be responsible for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use of Oracles products In addition, this position will be a leader in ensuring overall customer satisfaction with Oracles products and related implementation services

This position will provide customers with regular assessments on the domains of strategy, process, governance, people and technology accompanied by recommendations for improvement in each area The ATAM will act as the primary liaison between Oracle, the customer, and the system integrator with respect to the implementation He/she will serve as Oracles support/services lead to the customer and provide business process, application functionality, technology, and implementation expertise by delivering a combination of business specifications analysis, technical consulting and project management skills The TAM is responsible for escalating issues across multiple business units within Oracle (eg Technical Support, Expert Services, Sales, Consulting, Product Development, etc) and marshalling resources as necessary to resolve problems

Leading contributor individually and as a team member, providing direction and mentoring to others Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization Demonstrated success at Oracle for at least 3 years and as a Technical Account Manager for at least 2 years, including involvement in at least 5 successful customer deployments Recommended 7-10 years of professional Information Systems implementation experience Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences) Understanding of various technical architectures and operating systems including web-based applications, networks, RDBMS (Oracle, DB2, MS SQL Server), etc Project Management (PMP) certification or extensive Project Management experience across global and diverse organizations Industry experience is desired

Job Support

Travel Yes, 50 PERCENT of the Time

Location MY-MY,Malaysia-Kuala Lumpur

Job Type Regular Employee Hire

Organization Oracle

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, IT-Software
Functional Area : IT Software : Software Products & Services
Role : Project Leader/ Project Manager
Salary : As per Industry Standards
Deadline : 03rd Jun 2020

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