Responsibilities:
Customer Management
The TAM is responsible for establishing and maintaining a delivery governance model with the customer at the operational, management and executive levels, as applicable. As the customer’s primary point of contact for the delivery of the ACS contract, TAMs maintain relationships with customer stakeholders, understanding and aligning their objectives and perceptions with the contract scope. Tasks include escalation management, orchestrating resources from across Client to provide resolution without need to escalate further, and serving as the customer trusted advisor, identifying risks where applicable, and proactively guiding the customer to successful outcomes in the use of Oracle technologies to support their business. The TAM is also expected to help the customer understand the wider Customer Services organization to enable their customers to maximize their experience and benefit of their Premier Support contract.
Service Management
Whether a project or a support service, the TAM is responsible for the delivery to the contract terms, for the effective and efficient use of ACS resources, achieving the estimated contract margin and burn rate expectations. Management also includes the distribution of documents and deliverables, accurate record keeping in order to support business management that meet quality review and audit expectations.
Business Development
TAMs communicate and manage customer satisfaction, perception of value and promote renewals and extensions of contracts where appropriate. They should identify other opportunities client to help the customer meet their IT and business objectives, and to support the ACS sales teams in pursuit of incremental business in existing and prospective customers.
The Ideal Candidate
The ideal candidate will typically be expected to demonstrate the following attributes:
∙Good functional understanding on Oracle SaaS - HCM, ERP SCM Modules
∙Experience with implementation and support of Oracle SaaS HCM / SCM Applications, including at least 2 full cycle projects
∙Experience conducting a project management in cloud-based (Oracle SaaS) technology
∙Hands-on Oracle SaaS HCM / SCM /ERP implementation experience
∙Effectively manages scope and customer expectations on individual assignments
∙Follows through on all assignments and takes ownership of client issues
∙Coordinate with Product Manager and business partner to model, design, and build business solutions.
∙Collaborate with customers and various teams to define requirements and lead projects from inception through delivery, including status updates, scope changes.
∙Strong project management experience; PMP is desirable
∙Should have a strong customer management skill
∙Excellent team player, willing to learn new technologies & problem-solving skills
∙Ability to multitask, maintain composure in high-stress/high-visibility situations and change priority as needed to accommodate a very dynamic business. Work in rotation Shifts
∙Strong organization skills, detail oriented & communication skills
∙University degree, with post graduate technical or management qualifications or other relevant experience.
∙Fusion HCM / SCM Certification preferred
