Senior Principal TAM, CSS NA, Key Accounts East

Seeking a senior level candidate working with large, strategic Oracle customers in the Finacial Services Industry. This is a leadership role, responsible for providing Oracle’s strategic customers with the guidance and support needed to ensure successful, and effective use of Oracle’s products and services. The Strategic TAM will drive a high degree of satisfaction, referenceability and protect/enhance revenue streams with their assigned customers. He or she will advocate for the customer and become a trusted advisor aligning with customer stakeholders up to and including C-Level. They will coordinate activities with the Oracle Strategic Account Team and other Oracle stakeholders to support implementation of Oracle’s account strategy for the customer. Prior experience working with Oracle support systems, support/dev teams and understanding of OCI, SaaS, PaaS, and Cloud at Customer implementations at Oracle is vital to this role. The job will frequently require the creation and capturing of accurate action plans, regular communication and presentations via email, phone, zoom, and in-person meetings to an audience of middle and senior level executives within Oracle and the customer.

RESPONSIBILITIES

Leading contributor individually and as a team member, providing direction and mentoring to others. Display authority, confidence, and a significant understanding of customer's business strategies and industry trends. Develop and manages Oracle Support relationship with a designated large Financial Services account(s). Establish professional relationships with key customer contacts to ensure the highest level of customer satisfaction. Develop significant high-level customer contacts and relationships. Coordinate delivery of Support Services to meet customer goals and objectives, and drive contract renewal. Identifies and submit Delivery Leads for new opportunities, work collaboratively with Sales, the Customer Support Manager and the customers to determine their needs and identify appropriate solutions. Manage high severity escalations through resolution by coordinating responses from various Oracle groups.  Lead complex Account Planning and Account Reviews, tracking and communicating status on complex projects including risk identification and mitigation recommendations. Delivers Project and Contract Management- contract cost, resources and scheduling, scope and risk management. Provide leadership and expertise in the development of new products/services/processes, frequently operating at the innovation of technology. Lead initiatives for organizational process and tool development and improvement. Contribute to the organization at a regional level to drive regional and global strategy execution. Has detailed experience and demonstrated execution of Oracle policies, procedures, reporting, escalation process and delivery tools with complex contracts. Often takes a project lead role. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization.

 

QUALIFICATIONS

• 10-15 and higher years of experience of professional Enterprise implementation experience, IT Service management, Project management or Account Management across global and diverse organizations and/or Advanced Educational degree.
• Most complex customer engagements and contracts. Extensive Project Management or Customer Service Management.
• Project Management or Service Management certification is desirable - ITIL, PMP, Prince2 or University equivalent.
• Demonstrated strong competency of interpersonal skills, team leadership, business acuity, relationship building and working through ambiguous situations.
• Extensive customer "face-to-face" experience at middle and C-level executive levels.
• Demonstrated success with customer service delivery and management, including involvement in at least 5-7 successful customer engagements.
• Acknowledged leadership, experience and professional credibility.
• Subject Matter expertise in Financial Services industry or product(s) expected.
• Prior experience working with Oracle support systems, support/dev teams and understanding of OCI, SaaS, PaaS, and Cloud at Customer.
• LOB Communications, Exec C-Level Communications, Global experience.
• Experienced in large, multi-site or global service engagements.

 Location: Will need to reside in Eastern time zone work hours.

 

Does this sound like you?  Apply now!

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range: from $39.18 to $95.91 per hour; from $81,500 to $199,500 per annum. May be eligible for equity.

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