Technical Account Manager

Roles and 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.

Desired candidate profile

• 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
  
  

What we will offer you

• A competitive salary with exciting benefits
• Flexible and remote working so you can do your best work
• Learning and development opportunities to advance your career
• An Employee Assistance Program to support your mental health
• Employee resource groups that champion our diverse communities
• Core benefits such as medical, life insurance, and access to retirement planning
• An inclusive culture that celebrates what makes you unique