Oracle provides the world's most complete, open, and integrated business software and hardware systems, with more than 370,000 customers including 100 of the Fortune 100 representing a variety of sizes and industries in more than 145 countries around the globe.
We are recruiting to fill the position of:
Job Title: ACS Principal Technical Account Manager
Location: Lagos
Role Purpose
- Primary: To successfully manage the delivery of customer engagements according to the contractual details.
- Develop and manage the Oracle Support relationship for customers who have purchased an Advanced Customer Services (ACS) support contract. Strive to provide a high degree of satisfaction and protect and enhance Support revenue streams.
Scope
- Manages designated portfolio of projects and/or contracts and works to objectives, as directed by Oracle Advanced Customer Services (ACS) line manager.
- Manages the overall service delivery defined by the contract which in many circumstances will involve parties or resources from other lines of business and/or Oracle business partners.
- Collaborates effectively with ACS sales and resourcing teams and other Oracle lines of business such Systems Support, Hardware & Licence Sales and Consulting to enhance the customer experience.
- Works with partner organisations and other third parties as required.
- Works closely with other TAMs to identify and develop innovative ways of delivering service to the customer.
- Supports the ACS sales team in selling ACS additional services. Instrumental in driving renewals and identifying opportunities for upsell.
- Manages documentation and uses Oracle business systems as appropriate.
Responsibilities
- Be the single point of contact within Oracle for the customer, acting as their advocate for the service you are responsible for delivering.
- The ACS TAM is a customer advocate and must demonstrate customer obsession by placing the client needs first.
- Manage the contract or delivery engagement as defined by ACS line management, including creating and maintaining accurate documentation
- Maintain the Oracle business systems to ensure systems are up to date with the correct/current information (resource assignment, timecards, rates, completion estimates, invoice details etc.) to ensure that services are delivered efficiently, invoices are generated in a timely manner and revenues are recognised promptly.
- Plan and deploy resources to ensure effective delivery within agreed budgetary constraints.
- Where appropriate create and maintain the ACS service delivery or project plan.
- Actively manage project forecast, identify risks and issues and opportunity for revenue collection (upside).
Accountabilities:
- Proactively manage the contract/project delivery to completion / customer acceptance
- Proactively report on any potential risks / issues that may impact service delivery or customer satisfaction
- Manage any customer escalation that may arise
- Ensure all contract-related systems and documentation either required contractually or as part of a program, are up to date and accurate
- Monitor and report revenue forecast and margin estimates, revenue and margin achievements for each contract
- Work in line with customer working practices and procedures, if contractually agreed
- Operate in line with Oracle ACS’s business processes and procedures
- Operate in line with Oracle Global and local HR policies and procedures.
Personal Skills
- Strong experience in service delivery and/or project management is required.
- Oracle products and services knowledge will be highly appreciated as well as experience in Oracle HW platforms and OS.
- Experience on Enterprise Customers is required
- ITIL as well as Price2/PMP certification highly desirable
- Excellent communication / relationship building skills
- Customer focussed and results oriented
- Ability to work under pressure in highly escalated situations
- Organised with strong attention to detail
- Decision making / problem solving skills
- Ability to manage multiple concurrent activities (customer engagements)
- Highly professional: Ability to deal with senior and exec stakeholders with confidence
- Strong analytic skills and ability to pre-empt potential risks and issues.
Application Closing Date
Not Specified.
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