The Technical Account Manager’s main focus is building and maintaining customer confidence in Oracle’s Premier Support offering and process and is committed to increasing customer satisfaction, sets achievable customer expectations and delivers expected outcomes. The TAM also acts as a single point of contact from a support management perspective and works 

proactively and closely with Oracle’s LOB’s, to assist customers meeting their business goals and objectives. Acts as a trusted advisor  for customers IT business strategy and decisions as well as Oracle internally to achieve a win-win outcome for both parties. 

Primarily responsible for the provision of support account management for Systems hardware (incl. Engineered Systems), 

Operating Systems, Storage (Disk and Tape), associated products supported under Premier Support for Systems and Advanced Customer Services’ agreements. The TAM will on occasion require support account management of the Oracle software stack and manages escalations as 

required.  This involves working with multiple escalation stakeholders to drive to resolution. The role is also responsible for protecting and enhancing Support revenue streams into these designated accounts. This includes documentation and driving a quota of sales leads through the Leads Program. 

Requirements \: 

To be successful you’ll need to have experience working in a support services delivery environment. Must have proven ability to apply specialized knowledge and skills to solve a wide range of complex business problems.   An Industry standard certification in IT Service Management (ITIL Foundation Certificate) is an advantage.

Self-Motivated team player with a keen eye for detail and excellent communication skills.

Ability to build and relationships with new and existing customers.

Able to manage critical situations, with high visibility through to a successful outcome.

Influence key stakeholders to ensure a positive experience for our customers

 

Minimum Security clearance (NV1)

(would consider candidates without security clearance, but they must be Australian Citizens so that we can put them through clearance)

!|!To develop and manage the Oracle Support relationship with a designated large account, or small number of medium accounts, throughout the engagement and to maximize the customers’ use of Support Services, drive high degree of satisfaction and referenceability, and to protect and enhance Support revenue streams.

Represent the customer as a single point of contact within Oracle. Manage the contract, or delivery engagement as defined by Oracle Service Support (OSS). Develop and maintain relationships with senior management across lines of business and third parties. Plan and deploy Support activities to ensure effective delivery within agreed budgetary constraints. Advise the account on the effective and efficient way to use Oracle support services and products, tools, systems, interfaces and procedures. Assure and improve the quality of the service, and maintain accurate account information. Assist in the renewal of Support contracts, and contribute to pre-sales activities. Communicate opportunities for customers to engage with Oracle such as technical events and business seminars.

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.!|!