Technical Account Manager

6 months ago

Kuala Lumpur, Malaysia Oracle Full time

Technical Account Manager - MY-2300053G

**Applicants are required to read, write, and speak the following languages***: English

**Preferred Qualifications**
- ACS TAM - An Overview

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. 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

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.
- TAM Core Responsibilities

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 customer’s 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 other opportunities 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.
- Good functional understanding on Oracle SaaS - HCM, ERP SCM Modules
- Experience with implementation and support of Oracle SaaS HCM / SCM Applications, including at least 2 full cycle projects
- Experience conducting a project management in cloud-based (Oracle SaaS) technology
- Hands-on Oracle SaaS HCM / SCM /ERP implementation experience
- Effectively manages scope and customer expectations on individual assignments
- Follows through on all assignments and takes ownership of client issues
- Coordinate with Product Manager and business partner to model, design, and build business solutions.
- Collaborate with customers and various teams to define requirements and lead projects from inception through delivery, including status updates, scope changes.
- Strong project management experience; PMP is desirable
- Should have a strong customer management skill
- Excellent team player, willing to learn new technologies & problem-solving skills
- Ability to multitask, maintain composure in high-stress/high-visibility situations and change priority as needed to accommodate a very dynamic business. Work in rotation Shifts
- Strong organization skills, detail oriented & communication skills
- University degree, with post graduate technical or management qualifications or other relevant experience.
- Fusion HCM / SCM Certification preferred

**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 mo

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