Technical Account Representative (TAM)
Location: Hong Kong
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.
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Demonstrated success at Oracle for at least 3 years and as a Technical Account Manager for at least 2 years, including involvement in at least 5 successful customer deployments. Recommended 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.
Technical Account Manager (TAM) will act as the primary contact between customers, Oracle and third parties with respect to Oracle Advanced Customer Support (ACS) delivery. TAM has the responsibilities on the account management and the service management ensuring that ACS services are delivered on time within budget; and that overall customer satisfaction is achieved. He / She, collaborating with ACS Sales team, is responsible for the development and growth of ACS footprints in Hong Kong ACS installed base;positioning the value for support and to grow and protect the support revenue streams; Leverage and align with all relevant line of business within Oracle, develop and build those relationships with Key stakeholders; provide accurate forecasts for allocated territory; meeting set targets for bookings, online renewals and contract backlog; leading contributor individually and as a team member, providing direction and mentoring to others; can take a project lead role. He/ She is responsible for escalating issues across multiple business units within Oracle and marshalling resources, both local and regional, as necessary to resolve issues.
TAM is a contributor individually and as a team member, providing direction and mentoring to others. The skill set requirements are
- At least 10+ years of experience in professional enterprise implementing and supporting IT projects
- A minimum 5 year of experience in managing and leading IT service delivery projects
- Good understanding on the life cycle for implementation and support of IT applications
- Strong in customer management
- Strong in interpersonal and communication skills
- Strong in planning, organization and time management skills
- Experience in Oracle products and Oracle applications is a plus
- Holding a PMP certification and ITIL certification is a plus
- Industry experience is desirable
- Project Management Professional (PMP)
- ITIL Practitioner Level
- Client Relationship Management
- Microsoft SQL Server
- Oracle Database
- Project Management
- Technical Support