Technical Account Representative (TAM) 3
Oracle
Guadalajara/Zapopan, Mexico
hace 3 días
Technical Account Representative (TAM) 3-19000HH8

Preferred Qualifications

Organization Overview:

Themain focus of the Technical Account Management (TAM) business unit is toprovide pro-active services to enable the customer to successfully deploy theirOracle customer relationship management (CRM) solution and achieve targetedbusiness benefits.The CRM TAM guidesthe customer through all phases of the Customer Experience Blueprint, providingexpertise and guidance on CRM's leading best practices for a successful frontoffice solution. The TAM helps the customer execute good governance, enablingthe execution of the Front Office strategy across the domains of people,process, and technology. CRM's research and experience of getting millions ofusers live across thousands of customers have demonstrated that implementationsare more successful and deliver greater business benefits when a TAM is closelyinvolved.

Primary Focus:

Thisposition will be responsible for providing customers with the guidance andsupport needed throughout the full life cycle of implementation to ensuresuccessful and most effective use of Oracle’s CRM product.In addition, this position will be a leaderin ensuring overall customer satisfaction with Oracle’s CRM product and relatedimplementation services.

Distinguishing Characteristicsof Role:

This position will provide customer withregular assessments on the domains of strategy, process, governance, people andtechnology accompanied by recommendations for improvement in each area.The TAM will act as the primary liaisonbetween Oracle, customer and integrator with respect to theimplementation.He/she will serveas strategic advisor to customer and provide application functionality,technology and implementation expertise by delivering a combination oftechnical consulting and project management skills.TheTAM is responsible for escalating issues across multiple business units withinOracle (e.g. Technical Support, Expert Services, Sales, Consulting, ProductDevelopment etc.) and marshalling resources as necessary to resolveproblems.

Example of Duties:

  • Provide pro-active implementation advice and guidance which may include suggested services by other organizations or partners.
  • Provide regular assessments of customer’s current implementation covering the five domains and related sub-domains with a detailed list of issues and recommendations.
  • Identify key risks and mitigation strategies that may impact the success of the project
  • Act as customer advocate internally to ensure proper focus on red account and/or product related issues within Technical Support and Engineering.
  • Advise implementation project team on optimal design and use of Oracle CRM products.
  • Understands and can articulate entire product line and architecture.
  • Ability to troubleshoot technical issues at a high level to determine appropriate path to resolution.
  • Provide product specific functional guidance and best practices across the main CRM product lines of Sales, Call Center, Marketing and Service.
  • Develop trusted advisor relationship with key personnel (Business and IT) at customer/integrator.
  • Provide objective impartial advice to customer in relation to their implementation.
  • Act as liaison between customer, Oracle and integrator for implementation related issues/questions.
  • Identifies new license/services opportunities in existing customer as well as opportunities with new customers.
  • Helps sell/renew TAM services to new and existing customers
  • Provides overview of Oracle’s customer care model and articulates TAM and Expert Services value proposition.
  • Maintains productive relationship with license sales organization as part of managing the account as a whole.
  • Participates in knowledge sharing and improvements in efficiency and effectiveness that positively impact profitably and competitiveness.
  • Suggests ideas for improvements to process, deliverables, methodology, best practices, training and career development.
  • Qualifications:

  • Requires B.A or B.S or equivalent experience
  • A minimum of 7 years of professional Information Technology experience
  • Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences.) preferably Oracle’s CRM CRM product.
  • Understanding of various technical architectures and operating systems including web-based applications, networks, RDBMS (Oracle, DB2, MS SQL Server), etc.
  • Project Management certification or extensive Project Management experience across global and diverse organizations
  • Industry experience is desired.

  • 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 most effective use of Oracle’s products. In addition, this position will be a leader in ensuring overall customer satisfaction with Oracle’s products and related implementation services.

    This position will provide customers with regular assessments on the domains of strategy, process, governance, people and technology accompanied by recommendations for improvement in each area. The ATAM will act as the primary liaison between Oracle, the customer, and the system integrator with respect to the implementation. He/she will serve as Oracle's support/services lead to the customer and provide business process, application functionality, technology, and implementation expertise by delivering a combination of business specifications analysis, technical consulting and project management skills. The TAM is responsible for escalating issues across multiple business units within Oracle (e.g. Technical Support, Expert Services, Sales, Consulting, Product Development, etc.) and marshalling resources as necessary to resolve problems.

    Job duties are varied and complex utilizing independent judgment. May have project lead role. 7 - 10 years of professional Information Systems implementation experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences). Understanding of various technical architectures and operating systems including web-based applications, networks, RDBMS (Oracle, DB2, MS SQL Server), etc. Project Management (PMP) certification or extensive Project Management experience across global and diverse organizations. Industry experience is desired.

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