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Technical Account Representative (TAM) 5 in Helena, Montana

Job Description

Accountable 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 and related implementation services. Maximize the customers' use of Support Services, drive a high degree of satisfaction, referenceability and protect/enhance revenue streams. Advocates for customer and becomes a trusted advisor aligning with the stakeholders of their assigned customers.

Responsibilities

Primary Focus:

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 CRM product. In addition, this position will be a leader in ensuring overall customer satisfaction with Oracle’s CRM product and related implementation services.

Distinguishing Characteristics of Role:

This position will provide customer with regular assessments on the domains of strategy, process, governance, people and technology accompanied by recommendations for improvement in each area. The TAM will act as the primary liaison between Oracle, customer and integrator with respect to the implementation. He/she will serve as strategic advisor to customer and provide application functionality, technology and implementation expertise by delivering a combination of 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.

Example of Duties:

  • Provide pro-active implementation advice and guidance which may include suggested services by other organizations or partners.

  • Provide regular assessments of customer’s current implementation covering the five domains and related sub-domains with a detailed list of issues and recommendations.

  • Identify key risks and mitigation strategies that may impact the success of the project

  • Act as customer advocate internally to ensure proper focus on red account and/or product related issues within Technical Support and Engineering.

  • Advise implementation project team on optimal design and use of Oracle CRM products.

  • Understands and can articulate entire product line and architecture.

  • Ability to troubleshoot technical issues at a high level to determine appropriate path to resolution.

  • Provide product specific functional guidance and best practices across the main CRM product lines of Sales, Call Center, Marketing and Service.

  • Develop trusted advisor relationship with key personnel (Business and IT) at customer/integrator.

  • Provide objective impartial advice to customer in relation to their implementation.

  • Act as liaison between customer, Oracle and integrator for implementation related issues/questions.

  • Identifies new license/services opportunities in existing customer as well as opportunities with new customers.

  • Helps sell/renew TAM services to new and existing customers

  • Provides overview of Oracle’s customer care model and articulates TAM and Expert Services value proposition.

  • Maintains productive relationship with license sales organization as part of managing the account as a whole.

  • Participates in knowledge sharing and improvements in efficiency and effectiveness that positively impact profitably and competitiveness.

  • Suggests ideas for improvements to process, deliverables, methodology, best practices, training and career development.

Qualifications:

  • Requires B.A or B.S or equivalent experience

  • A minimum of 7 years of professional Information Technology experience

  • Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences.) preferably Oracle’s CRM CRM product.

  • Understanding of various technical architectures and operating systems including web-based applications, networks, RDBMS (Oracle, DB2, MS SQL Server), etc.

  • Project Management certification or extensive Project Management experience across global and diverse organizations

  • Industry experience is desired.

Competency Requirements: Communication, Presentation, Decision Making, Influencing and Negotiating, Customer Focus, Quality, Planning and Organizing, Problem Solving, Business Development, Product Mastery, Technical/Professional Depth & Credibility

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Range and benefit information provided in this posting are specific to the stated location(s)

New York City Pay Range: from $48.75 to $98.17 per hour; from $101,400 to $204,200 per annum; eligible for equity.

Colorado Pay Range: from $48.75 to $92.98 per hour; from $101,400 to $193,400 per annum; eligible for equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience and market conditions, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle offers a comprehensive benefits package which includes the following:

  1. Medical, dental, and vision insurance, including expert medical opinion

  2. Short term disability and long term disability

  3. Life insurance and AD&D

  4. Supplemental life insurance (Employee/Spouse/Child)

  5. Health care and dependent care Flexible Spending Accounts

  6. Pre-tax commuter and parking benefits

  7. 401(k) Savings and Investment Plan with company match

  8. Flexible paid time off (unlimited or accrued vacation and sick leave)

  9. Paid parental leave

  10. Employee Stock Purchase Plan

  11. Adoption assistance

  12. Financial planning and group legal

  13. Voluntary benefits including auto, homeowner and pet insurance

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you would like accessibility assistance or accommodation for a disability at any point, let us know at +1.888.404.2494, Option 1.

Disclaimer:

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

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer

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