Senior Technical Account Representative (Tam) (Zapopan)

Oracle's Cloud Priority Support Services

Oracle is the #1 general provider of business software, with an outstanding presence in over 175 countries. Our cloud solutions are redefining the world of business, empowering governments, and helping society evolve with the pace of change. Join Oracle to kick-start your career with some real responsibility, an incredible learning experience and chance to connect the biggest enterprises of today with the tools to challenge in the digital economy of tomorrow.

Service Delivery Manager / Technical Account Manager (TAM)

We are looking for a highly skilled Service Delivery Manager (also known as Technical Account Manager) that serves as the single point of contact for Oracle Cloud customers who purchase Cloud Priority Service. Are you ready to join our team in Mexico and tackle new challenges?

Responsibilities

• Designing and maintaining operational relationships with Enterprise and Large Enterprise SaaS customers with Cloud Priority Service.
• Oracle Fusion Cloud – HCM, ERP, SCM, CPQ, Taleo – Technical Support Process Knowledge using these Fusion Cloud components.
• Oracle Fusion Cloud – Maintenance, Patching, Escalation, Cloud Portal.
• Through daily support activities, strive for a high degree of customer happiness resulting in a positive reference for the products that we support and the Cloud Priority Service we provide.
• Represent customers as a single point of contact within Oracle Support Operations and partner with customer System Administrators and Leadership along with Oracle Leadership to bind them together in a working team.
• Handle day‑to‑day relationships and, when necessary for crises or customer concerns, connect the appropriate parties to reach resolution.
• Team with support to drive delivery of solutions.
• Work proactively with Customer Support (CS) engineers, CS Leadership, as well as the Cloud Operations and Development organizations so that customer prioritization is respected and achieved.
• Educe the customer on the effective and efficient way to use Oracle Support and products, tools, systems, interfaces and procedures.
• Drive internal processes to ensure the highest quality of service, and work with teams to improve as needed.
• Maintain accurate account information.
• Perform with a high level of autonomy, reporting to management regularly on customer status and striving to keep blocking issues at a minimum while keeping leadership advised of any possible flare points.
• Contribute to the onboarding, training and mentoring of new TAMs.
• Excel individually while contributing to the team dynamic by providing direction and mentorship of others in addition to sharing any relevant product information or issues with the team.
• Based upon interaction with the customer team, make recommendations to CSM for possible up‑sell activities to include services, add‑ons, etc.

EEO Statement

At Oracle, we believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit, experience, and potential, without regard to race, colour, national origin, sex, marital status, sexual orientation, gender identity, age, religion, disability, or any other characteristic prohibited by local law.