Principal Technical Account Manager

Serves as the main contact for individual contracts, providing extensive business processes, product/service (e. g. , hardware, applications, software) functionality, and/or implementation knowledge. Provides services, adjusting to ensure alignment, and educates customers on ways to leverage Oracle services.

Reviews service requests and gathers information to determine next steps, identifies potential crises, leveraging extensive knowledge and other customer experience to develop innovative solutions, and connects and/or escalates issues to appropriate teams to reach solutions, anticipating and reporting pain points.

Develops and maintains plans and ensures positive margins, seeks opportunities to review and update documentation, and leverages understanding and collaborates across teams to identify and submit delivery leads for new opportunities and contract renewals.

Proactively provides ongoing maintenance, mentors team members to act as a liaison between teams, and seeks opportunities to improve customer ability to adopt product and service changes.

Works closely with peers within and sometimes beyond the team to identify and develop innovative ways of delivering services, provides direction, experiments with new approaches, and seeks opportunities to share product/support information, and plays a key role in the development of new services and/or processes, remaining up-to-date with technological business, and industry trends.

Responsibilities

Key Responsibilities Customer Engagement: Serves as the main point of contact for individual-level contracts, providing advanced business process, product/service (e. g. , hardware, applications, software) functionality, and/or implementation knowledge in an advisory manner.

Provides timely services, adjusting to ensure alignment with their practices, procedures, contractual budgets, leveraging contractual agreements and identifying revisions. Maintains customer relations, communicating with customers and acros