Our customers will measure our contribution to their success based on the value they receive from our services. TAMs are responsible for the overall governance and technical service delivery. They help customers maximize the business value of their Oracle investments, achieving the desired business outcomes while minimizing risk. To do this, TAMs must become trusted advisors to the customer, ensure consistency and quality of deliverables, help customers deliver their IT strategy, overcome challenges and meet business goals, and use leading practices for successful Oracle technology and Cloud deployments and operations. The Services Portfolio includes Managed Services, On-Premise, Hybrid Cloud, Applications, Platforms and Databases (SaaS/PaaS/IaaS), and Security services that TAMs may manage in full or in part.
Core TAM Role: High Level Objectives
At the very summary level, the objective of a TAM is to achieve a very high level of customer satisfaction with the ACS service(s) that the customer has purchased.
To achieve this, the TAM must ensure they deliver upon these objectives:
- Responsible for delivering to the contracted terms, effective and efficient use of Oracle delivery resources, achieving the contract margin and revenue objectives.
- Act as a point of contact for any major incidents, responsible for managing communication and customer expectations through resolution. Conduct periodic Service Account Planning and Account Reviews. Perform scope and risk management. May have project lead role
- Provide regular, formal value-oriented reviews of contract achievements and status.
- Provide feedback to the customer on the performance of its organization.
- Monitor and track the profitability of delivering the service in line with the ACS business KPIs.
- Identify incremental opportunities to assist the customer in achieving its business objectives.
- TAMs provide best practice advice and guidance regarding the implementation, deployment support and operation of Oracle applications, technology and hardware infrastructure. This enables customers to make fully informed decisions to help them maximize the business value of their Oracle investment and achieve the desired business outcomes while minimizing risk. The TAM will drive recommendations through to resolution by working with customer stakeholders to ensure appropriate level of sponsorship and prioritization.
TAM Core Responsibilities
While the contract scope, deliverables, and delivery model of ACS engagements vary, the core responsibilities remain common regardless of the contractual basis, the technology (applications, core technologies or hardware infrastructure) or the customer’s deployment phase (project delivery, operations or system optimization).
The core TAM responsibilities are as follows:
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 Oracle 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 Oracle 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 for Oracle 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:
- Bachelor's or Master's degree with minimum 10-15 years' experience in Information Systems or other relevant discipline(s)
- 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 stakeholder management skill
- Excellent team player, willing to learn new technologies & problem-solving skills
- Ability to multitask, maintain composure in high-stress/high-visibility situations, change priority and availability as needed to accommodate a very dynamic business. Work in rotation Shifts
- Strong organization skills, detail oriented & communication skills
- Any apps functional understanding on Oracle SaaS - HCM, ERP SCM or equivalent is a plus
- Experience conducting a project management in any cloud-based (Oracle SaaS or equivalent) technologies is a plus
