ORACLE'S CLOUD PRIORITY SUPPORT SERVICES

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Oracle is the #1 global provider of business software, with an outstanding presence in over 175 countries. Our cloud solutions are redefining the world of business, empowering governments, and helping society evolve with the pace of change. Join Oracle to kick-start your career with some real responsibility, an incredible learning experience and chance to connect the biggest enterprises of today with the tools to challenge in the digital economy of tomorrow.

We are looking for highly skilled Service Delivery Manager (also known as Technical Account Manager or TAM, that serves as the single point of contact for Oracle Cloud customers who purchase Cloud Priority Service.

Come and join us! Design, and maintaining operational relationships with Enterprise and Large Enterprise SaaS customers with Cloud Priority Service.

Are you ready to join our team in Mexico and tackle new challenges?

Responsibilities:

Designing and maintaining operational relationships with Enterprise and Large Enterprise SaaS customers with Cloud Priority Service. Oracle Fusion Cloud - HCM, ERP, SCM, CPQ, Taleo - Technical Support Process Knowledge using these Fusion Cloud components Oracle Fusion Cloud - Maintenance, Patching, Escalation, Cloud Portal Through daily support activities, strive for a high degree of customer happiness resulting in a positive reference for the products that we support as well as the Cloud Priority Service that we provide. Represent their customers as a single point of contact within Oracle Support Operations and partner with customer System Administrators and Leadership along with Oracle Leadership to bind them together in a working team. Handles day-to-day relationship and when necessary for crises or customer concerns, connects the appropriate parties to reach resolution. Teams with support to drive delivery of solutions. Works proactively with Customer Support (CS) engineers, CS Leadership, as well as the Cloud Operations and Development organizations so that customer prioritization is respected and achieved. Educates the customer on the effective and efficient way to use Oracle Support and products, tools, systems, interfaces and procedures. Drives internal processes to ensure the highest quality of service, and work with teams to improve as needed. Maintain accurate account information. Perform with a high level of autonomy, reporting to management regularly on customer status and striving to keep blocking issues at a minimum while keeping leadership advised of any possible flare points. Contributes to the Onboarding, training and mentoring of new TAMs. Excels individually while contributing to the team dynamic by providing direction and mentorship of others in addition to sharing any relevant product information or issues with the team. Based upon interaction with customer team, makes recommendations to CSM for possible up-sell activities to include services, add-ons, etc.

Does this sound like you? If so, we hope to meet you!

At Oracle, we believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit, experience, and potential, without regard to race, colour, national origin, sex, marital status, sexual orientation, gender identity, age, religion, disability, or any other characteristic prohibited by local law.

    Detailed Description and Job Requirements - External 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 Oracle’s products. In addition, this position will be a leader in ensuring overall customer satisfaction with Oracle’s 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 Oracle's 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 (e.g. Technical Support, Expert Services, Sales, Consulting, Product Development, etc.) and marshalling resources as necessary to resolve problems. Job duties are varied and complex utilizing independent judgment. May have project lead role. 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. Oracle is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.

 

Career Level - IC3