Oracle ACS Technical Account Manager TAM Oracle Jobs in Kenya

Oracle ACS Technical Account Manager TAM Oracle Jobs in Kenya


Job Description

  • Oracle Corporation is an American multinational computer technology corporation, headquartered in Redwood City, California.

  • This role will be based in Nairobi, Kenya.

  • Oracle Advanced Customer Services is a Global Line of Business within the Oracle Support Services Organisation.

    Role Purpose

  • Primary: To successfully manage the delivery of customer engagements according to the contractual details.

  • Develop and manage the Oracle Support relationship for customers who have purchased an Advanced Customer Services (ACS) support contract. Strive to provide a high degree of satisfaction and protect and enhance Support revenue streams.

    Scope

  • Manages designated portfolio of projects and/or contracts and works to objectives, as directed by Oracle Advanced Customer Services (ACS) line manager.

  • Manages the overall service delivery defined by the contract which in many circumstances will involve parties or resources from other lines of business and/or Oracle business partners.

  • Collaborates effectively with ACS sales and resourcing teams and other Oracle lines of business such Systems Support, Hardware & Licence Sales and Consulting to enhance the customer experience.

  • Works with partner organisations and other third parties as required.

  • Works closely with other TAMs to identify and develop innovative ways of delivering service to the customer.

  • Supports the ACS sales team in selling ACS additional services. Instrumental in driving renewals and identifying opportunities for upsell.

  • Manages documentation and uses Oracle business systems as appropriate

    Responsibilities

  • Be the single point of contact within Oracle for the customer, acting as their advocate for the service you are responsible for delivering.

  • The ACS TAM is a customer advocate and must demonstrate customer obsession by placing the client needs first.

  • Manage the contract or delivery engagement as defined by ACS line management, including creating and maintaining accurate documentation

  • Maintain the Oracle business systems to ensure systems are up to date with the correct /current information (resource assignment, timecards, rates, completion estimates, invoice details etc.) to ensure that services are delivered efficiently, invoices are generated in a timely manner and revenues are recognised promptly.

  • Plan and deploy resources
    to ensure effective delivery within agreed budgetary constraints.

  • Where appropriate create and maintain the ACS service delivery or project plan.

  • Actively manage project forecast, identify risks and issues and opportunity for revenue collection (upside).

    Accountabilities:

  • Proactively manage the contract/project delivery to completion / customer acceptance.

  • Proactively report on any potential risks / issues that may impact service delivery or customer satisfaction.

  • Manage any customer escalation that may arise.

  • Ensure all contract-related systems and documentation either required contractually or as part of a program, are up to date and accurate.

  • Monitor and report revenue forecast and margin estimates, revenue and margin achievements for each contract.

  • Work in line with customer working practices and procedures, if contractually agreed.

  • Operate in line with Oracle ACS’s business processes and procedures.

  • Operate in line with Oracle Global and local HR policies and procedures.

    Personal Skills

  • Strong experience in service delivery and/or project management is required.

  • Oracle products and services knowledge will be highly appreciated as well as experience in Oracle HW platforms and OS.

  • Experience on Enterprise Customers is required.

  • ITIL as well as Price2/PMP certification highly desirable.

  • Excellent communication / relationship building skills.

  • Customer focussed and results oriented.

  • Ability to work under pressure in highly escalated situations.

  • Organised with strong attention to detail.

  • Decision making / problem solving skills.

  • Ability to manage multiple concurrent activities (customer engagements).

  • Highly professional: Ability to deal with senior and exec stakeholders with confidence.

  • Strong analytic skills and ability to pre-empt potential risks and issues.

    How to Apply

  • For more information and job application details, see; Oracle ACS Technical Account Manager TAM Oracle Jobs in Kenya


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