Advanced Customer Services – Chief Technical Account Manager
This role will be based in Cairo, Egypt location.
Oracle Advanced Customer Services is a global line of business within the Oracle Support Services organization.
The purpose of the role
experiences:
To manage the successful delivery of customer engagements as per contractual details.
Develop and manage the Oracle Support relationship for clients who have purchased an Advanced Customer Services (ACS) support contract.
We strive to provide a high degree of satisfaction and to protect and enhance our supporting sources of income.
area
Manages a specific portfolio of projects and/or contracts and works toward objectives, as directed by the Line Manager for Oracle Advanced Customer Services (ACS).
Manages the provision of the end-to-end service defined in the contract that in many circumstances will include parties or resources from other business lines and/or Oracle business partners.
Collaborates effectively with ACS sales, resourcing teams, and other Oracle business lines such as systems support, hardware sales, licensing, and consulting to enhance customer experience.
Works with partner organizations and other third parties as required.
Works closely with other TAMs to identify and develop innovative ways to provide service to the client.
Supports the ACS sales team in selling additional ACS services. Active role in driving renewals and identifying sales opportunities.
Manages documentation and uses Oracle business systems appropriately
responsibilities
Be the single point of contact within Oracle for the customer, as the advocate for the service you are responsible for providing.
– ACS TAM is customer advocacy and must demonstrate customer obsession by putting customer needs first.
Contract management or delivery sharing as specified by ACS Line Management, including creation and maintenance of accurate documentation
Maintain Oracle business systems to ensure systems are updated with correct/current information (resource allocation, time cards, rates, completion estimates, invoice details, etc.)
Planning and distributing resources to ensure effective implementation within agreed budget constraints.
– When required, create and maintain project plan or provide ACS service.
Effectively manage project expectations, identifying risks, issues and revenue opportunity (upward trend)
Responsibilities:
Proactive management of contract / project delivery to completion / client acceptance
Proactively report any potential risks/issues that may affect service delivery or customer satisfaction
– Manage any client escalation that may arise
Ensure that all systems and documents related to contracts required either contractually or as part of a program are up-to-date and accurate
Monitor and report revenue forecasts, margin estimates, revenue and margin achievements for each contract
Operate in line with clients’ business practices and procedures, if contractually agreed
Work in alignment with Oracle ACS business processes and procedures
Work in alignment with global and local HR policies and procedures at Oracle
personal skills
Strong experience in service delivery and/or project management is required.
Knowledge of Oracle products and services will be greatly appreciated as well as experience with Oracle HW platforms and operating system.
– Experience in corporate clients is required
– ITIL as well as Price2/PMP certification are highly desirable
Excellent communication/relationship building skills
Focus on the customer and results
Ability to work under pressure in highly escalated situations
Organized with extreme attention to detail
Decision making/problem solving skills
Ability to manage multiple simultaneous activities (client engagements)
Highly Professional: Ability to deal with senior stakeholders and executives with confidence
Strong analytical skills and ability to anticipate potential risks and issues
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