Principal Technical Account Manager

KeyResponsibilities
Customer Engagement:
-Serves as the main point of contact for individual-level contracts providingadvanced business process product/service (e.g. hardware applicationssoftware) functionality and/or implementation knowledge in an advisory manner.
-Provides timely services adjusting to ensure alignment with their practicesprocedures contractual budgets leveraging contractual agreements andidentifying revisions.
-Maintains customer relations communicating with customers and across relatedteams regularly to ensure satisfaction. Provides updates on customer status toleadership.
-Educates customers on the most effective and efficient way to leverage Oracleservices products and tools experimenting with new approaches and providingfeedback on customer organization performance.
Issue Resolution:
-Reviews service requests and gathers information from appropriate parties todetermine next steps.
-Identifies potential crises or concerns and works to resolve customer issuesand incidents in a timely manner leveraging advanced knowledge of appropriateresources and other customer experience to develop innovative solutions.
-Connects and/or escalates issues to appropriate teams to reach solutions andminimize impact on the business anticipating and reporting pain points tominimize impact on the business.
Account Management and Governance:
-Develops and maintains service delivery and/or project plans throughout theirlifecycle and ensures positive margins according to governance and accountmanagement expectations and contracted terms.
-Proactively updates and maintains accurate customer account contract andservice history information identifying and addressing areas missinginformation.
-Independently and proactively conducts account planning and account reviewstracking and communicating status on a wide range of projects including riskidentification and mitigation recommendations.
-Seeks opportunities to review and update documentation and collaborates withpeers to maintain contract cost resources and scheduling and scope workingto meet contract revenue and margin objectives.
-Leverages understanding of business needs and collaborates across teams toidentify and submit delivery leads for custom new opportunities and contractrenewals.
Technical Delivery Management:
-Proactively advises customers on optimal use and health or their Oracleproduct/service investment proactively providing ongoing maintenance tooptimize and ensure effectiveness and performance of the product and/orservice.
-Collaborates with cross-functional teams driving the execution anddevelopment of technical delivery plans.
-Mentors more junior team members to act as a liaison between customersinternal and external teams.
-Seeks opportunities to increase customer understanding and improve theirability to adopt product and service changes according to policies and bestpractices.
Innovation and Continuous Improvement:
-Works closely with peers within and sometimes beyond the team to identify anddevelop innovative ways to deliver service and improve overall product andservice utilization to achieve ROI goals.
-Contributes to the team by providing guidance experimenting with newapproaches and seeking opportunities to share knowledge of product serviceand/or support information or issues.
-Identifies and recommends opportunities for enhanced value for services.
-Plays a key role in the development of new services and/or processesremaining up-to-date with technological business and industry trends.

Core Responsibilities
Planning & Execution:
-Manages and coordinates moderately complex tasks monitoring timelines anddeliverables to ensure timely completion and adherence to requirements for amoderately-sized project or initiative. Efficiently delegates monitors andprioritizes work across multiple projects providing technical oversight andadjusting plans to address shifts in resources or timelines.
Collaboration & Partnership:
-Collaborates across the organization to align on expectations and achieveshared objectives. Leverages understanding of business leaders stakeholdersand/or customers to ensure proposed solutions meet their needs. Supportsinclusivity by actively seeking and listening to diverse perspectives ensuringothers feel heard and respected.
Problem Solving:
-Identifies and addresses moderately complex issues by analyzing a wide rangeof data and/or information to identify solutions in accordance with standardpractices. Proactively escalates unresolved or critical issues with a thoroughassessment and suggests potential solutions. Reviews contributes to anddocuments problem solving strategies.
Continuous Learning:
-Pursues learning opportunities to expand knowledge and skills and/or tools innew areas and stays abreast of the latest industry trends and best seeks and leverages ongoing feedback and training to improveskills. Coaches and mentors junior team members fostering continuous learningand knowledge sharing within and across teams.
Continuous Improvement:
-Develops ideas recommends updates and/or collaborates on the implementationof process improvements to increase the efficiency and effectiveness ofprocesses protocols and workflows across teams and evaluates the impact onkey stakeholders. Solicits feedback from others on ideas for alternativeapproaches and methods for continued improvement.
Performance and Development:
-Contributes to the talent development pipeline by participating in candidateinterviews assessing candidates and providing hiring recommendations.