Senior Technical Account Manager

Serves as the main contact for individual contracts, providing advanced advisory business processes, product/service (e. g. , hardware, applications, software) functionality, and/or implementation knowledge.

Provides services, maintains customer relations, provides updates to leadership, and educates customers on ways to leverage Oracle services.

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

Develops and maintains plans, updates and maintains information, ensures up-to-date documentation, and identifies and submits delivery leads for new opportunities and contract renewals.

Independently provides ongoing maintenance, acts as a liaison between teams, and adheres to plans to ensure customers adopt product and service changes.

Works closely with peers to identify and develop innovative ways of delivering services, provides direction and shares relevant product/support information, and provides input on 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 comprehensive business process, product/service (e. g. , hardware, applications, software) functionality, and/or implementation knowledge in an advisory manner.

Provides timely services in line with their practices, procedures, contractual budgets, leveraging contractual agreements. Maintains customer relations, communicating with customers regularly to ensure satisfaction. Provides updates on customer status to leadership.

Educates customers on the most effective and efficient way to leverage Oracle services, products, and tools, providing feedback on customer organization performance. Issue