Job description / Role
Our customers will measure our contribution to their success based on the value they receive from our services. TAMs are responsible for the overall governance and technical service delivery. They help customers maximize the business value of their Oracle investments, achieving the desired business outcomes while minimizing risk. To do this, TAMs must become trusted advisors to the customer, ensure consistency and quality of deliverables, help customers deliver their IT strategy, overcome challenges and meet business goals, and use leading practices for successful Oracle technology and Cloud deployments and operations. The Services Portfolio includes Managed Services, On-Premise, Hybrid Cloud, Applications, Platforms and Databases (SaaS/PaaS/IaaS), and Security services that TAMs may manage in full or in part.
Responsibilities
- Manage and develop the relationship with designated account(s) in Middle East and Africa throughout the engagement against the contractual deliverables & commercials.
- Become the trusted advisor for the customer, in order to help to maximize their investment in Oracle and represent them across the wider Oracle organization.
- Drive a high degree of satisfaction and reference ability, to protect and enhance Customer Success Services (CSS) revenue streams
- Manage the delivery engagement as defined by CSS processes & tools, including creating and maintaining accurate service documentation
- Co-ordinate the resources required to deliver the service to the allocated customer(s)
- Assuring and improving high quality of CSS service.
- Manage the contractual commercials, ensuring that the margin is maintained & developing plans to improve margin where appropriate
- Manage commercial aspects of the contract such as rebates, storage costs, work packages, etc.
- Assisting in the renewal of CSS contracts and contributing to pre-sales activities
- Develop strategic relationships with senior members i.e. CIO, CTO of the customer management team.
- Developing cross-team or 3rd party relationships, and working with these teams in delivering a comprehensive service to the customer
- Developing and maintaining relationships with senior management across Oracle lines of business within the designated account(s)
- Identifying additional opportunities for customers to engage with Oracle, such as Special Interest Group (SIG), Oracle Customer Advisory Board (OCAB) plus other technical and business events.
- Generate a Project Plan for each project which fully reflects CSS requirements.
Requirements
Qualifications:
- 10+ years IT project management experience, in B2B environments
- PRINCE2 / PMP and standard ITIL Certification is desirable
- Strong interpersonal skills, good communicator
- Extensive customer interaction experience at middle or executive levels. Solid industry experience/knowledge.
- Preferable previous Outsourcing, SaaS and Managed Cloud delivery or implementation experience
- Proven track record of building strategic relationships and delivering high levels of customer service
- Proven day-to-day service delivery experience, this should be in current role
- Previous experience of working in a virtual team, and taking the lead role for that team
About the Company
Oracle offers an integrated array of applications, databases, servers, storage, and cloud technologies to empower modern business. For most companies, flexibility is critical. Oracle provides a wide choice of software, systems, and cloud deployment models - including public, on-premises, and hybrid clouds - to ensure that technology flexes to the unique needs of a business.
Oracle Cloud is a complete, integrated stack of platform, infrastructure, and application services. With advanced scalability and security, Oracle Cloud enables technical agility across the enterprise, connects people to information for clearer insights, and fosters efficiency through simplified workflows.
More than 420,000 customers across 145 countries have harnessed Oracle technology to accelerate their digital transformation.