Lead Principal Technical Account Manager

Oracle•United States,

27d

About The Position

This role serves as a Lead Principal Technical Account Manager, acting as the primary point of contact for highly complex contracts. The position requires extensive expertise in business processes, product/service functionality, and implementation. The role involves driving customer engagement, resolving complex issues, managing accounts and governance, leading technical delivery, and fostering innovation and continuous improvement. The Lead Principal TAM acts as a role model for other TAMs, providing expert-level insight and guidance to customers and internal teams. This includes educating customers on leveraging Oracle services, anticipating and resolving crises, managing service delivery plans, and identifying opportunities for new business and contract renewals. The role also involves leading technical delivery, advising on optimal product/service use, and collaborating with cross-functional teams to drive adoption of innovative service delivery methods. Continuous learning, thought leadership, and contributing to the advancement of the field are also key aspects of this position.

Requirements

Expertise in business process, product/service functionality, and/or implementation.
Ability to serve as a role model for other Technical Account Managers (TAMs).
Skills in driving efforts to provide timely services and ensuring alignment with practices, procedures, and contractual budgets.
Expert-level insight on the development, utilization, and revision of contractual agreements.
Strong customer relationship management skills.
Ability to communicate with key leaders across internal and external teams and lines of business.
Skills in providing updates on customer status to senior leadership.
Ability to educate customers on the most effective and efficient way to leverage Oracle services, products, and tools.
Capability to lead others to take innovative approaches.
Ability to provide feedback on customer organization performance.
Skills in assisting in the development of support strategies.
Ability to review service requests and guide others to identify relevant information.
Skills in anticipating and identifying potential crises or concerns.
Ability to take the lead in resolving customer issues and incidents in a timely manner.
Extensive expertise and knowledge of available resources and other customer experiences across Oracle.
Ability to develop innovative solutions and mitigate future challenges.
Ownership of connecting and escalating high-impact issues to relevant teams or management.
Foresight in identifying and reporting critical pain points and minimizing business impact.
Skills in driving the development and management of service delivery and project plans throughout their lifecycle.
Ability to ensure positive margins according to governance and account management expectations and contracted terms.
Mentoring skills.
Ability to implement goals for maintaining accurate and up-to-date customer account information, contracts, and service history.
Ability to address any gaps or needs for additional information.
Skills in ensuring adherence to the schedule for conducting account planning and reviews.
Ability to closely monitor and communicate the status of highly complex projects including identification of risks and mitigation recommendations.
Ability to actively engage in reviewing and updating documentation.
Partnership with senior team members and leadership to maintain contract cost analysis, resource allocation, scheduling, and scope management.
Assistance to others working to meet contract revenue and margin objectives.
Understanding of business needs.
Collaboration across teams.
Ability to anticipate and identify opportunities to propose and lead the delivery of new opportunities and contract renewals.
Ability to report results to key leaders.
Ability to lead the review of and advise customers on optimal use and health of their Oracle product/service investment.
Ability to serve as an expert and drive ongoing maintenance to optimize and ensure effectiveness and performance of the product and/or service.
Ability to serve as a role model for collaborating with cross-functional teams.
Influence the execution and development of technical delivery plans.
Ability to lead others to act as a liaison between customers, internal, and external teams.
Ability to recommend opportunities to others to increase customer understanding and improve their ability to adopt product and service changes according to policies and best practices.
Extensive collaboration with peers across teams and lines of business.
Ability to lead the adoption of innovative ways to deliver service to customers.
Ability to optimize overall product and service utilization to achieve ROI goals.
Influence roadmaps and customer decision making.
Ability to serve as a role model for driving innovation.
Ability to identify ways to experiment with new approaches.
Ability to seek opportunities to share knowledge of product, service, and/or support information or issues.
Ability to anticipate and lead others to identify and capitalize on opportunities for enhanced value for services.
Ability to provide input on decisions made when developing new services and/or processes.
Ability to influence others across teams to stay abreast of technological, business, and industry trends.
Ability to manage and provide direction on timelines, deliverables, and budgets for critical high-impact projects or initiatives.
Ability to ensure timely completion and adherence to requirements.
Ability to anticipate and plan for shifts in resources or timelines based on changing business priorities.
Ability to influence cross-functional leaders and external stakeholders to gain alignment on strategic objectives.
Ability to foster partnerships with key business leaders, stakeholders, and/or customers.
Ability to identify opportunities for expanding partnerships and promoting long-term organizational success.
Ability to champion transparency and inclusivity by actively seeking, listening to, and incorporating diverse perspectives.
Ability to lead specialized, advanced problem-solving efforts.
Ability to serve as an escalation point for complex issues.
Ability to guide others to leverage innovative data-driven techniques to address ambiguous or novel issues.
Ability to identify root causes.
Ability to drive the implementation of solutions that prevent future issues.
Deep industry knowledge and expertise.
Ability to serve as a thought leader within the organization.
Ability to contribute to the advancement of the field or industry through thought leadership.
Ability to maintain and evolve expertise in relevant areas by proactively monitoring emerging trends, technologies, and industry standards.
Ability to champion continuous learning and knowledge sharing.
Ability to promote professional development across teams.
Ability to apply new knowledge to drive advancement.
Ability to mentor others.
Ability to develop innovative solutions.
Ability to drive the implementation of ideas that increase the efficiency and effectiveness of processes, protocols, and workflows across the organization.
Ability to evaluate effectiveness of updated approaches and methods for continued improvement.
Ability to design and develop metrics to measure success of improvement initiatives.
Subject matter expertise regarding talent needs and organizational talent strategy.
Ability to impart leadership and expert knowledge throughout the talent development pipeline including candidate interviews, candidate assessment, and hiring decisions.

Responsibilities

Serve as the main point of contact for highly complex contracts, providing business process, product/service functionality, and/or implementation expertise in an advisory manner.
Act as a role model for other Technical Account Managers (TAMs).
Drive efforts to provide timely services, ensuring alignment with practices, procedures, and contractual budgets.
Provide expert-level insight on the development, utilization, and revision of contractual agreements.
Maintain customer relations, communicating with key leaders across internal and external teams and lines of business to ensure satisfaction.
Provide updates on customer status to senior leadership.
Educate customers on the most effective and efficient way to leverage Oracle services, products, and tools.
Lead others to take innovative approaches and provide feedback on customer organization performance.
Assist in the development of support strategies.
Review service requests and guide others to identify relevant information to gather from appropriate parties and take the lead to determine next steps.
Anticipate and identify potential crises or concerns and take the lead in resolving customer issues and incidents in a timely manner.
Leverage extensive expertise and knowledge of available resources and other customer experiences across Oracle to develop innovative solutions and mitigate future challenges.
Take ownership of connecting and escalating high-impact issues to relevant teams or management.
Demonstrate foresight in identifying and reporting critical pain points and minimizing business impact.
Drive the development and management of service delivery and project plans throughout their lifecycle.
Ensure positive margins according to governance and account management expectations and contracted terms, mentoring others.
Implement goals for maintaining accurate and up-to-date customer account information, contracts, and service history.
Address any gaps or needs for additional information.
Ensure adherence to the schedule for conducting account planning and reviews.
Closely monitor and communicate the status of highly complex projects including identification of risks and mitigation recommendations.
Actively engage in reviewing and updating documentation, partnering with senior team members and leadership to maintain contract cost analysis, resource allocation, scheduling, and scope management.
Provide assistance to others working to meet contract revenue and margin objectives.
Leverage understanding of business needs and collaborate across teams to anticipate and identify opportunities to propose and lead the delivery of new opportunities and contract renewals.
Report results to key leaders.
Lead the review of and advise customers on optimal use and health of their Oracle product/service investment.
Serve as an expert and drive ongoing maintenance to optimize and ensure effectiveness and performance of the product and/or service.
Serve as a role model for collaborating with cross-functional teams, influencing the execution and development of technical delivery plans.
Lead others to act as a liaison between customers, internal, and external teams.
Recommend opportunities to others to increase customer understanding and improve their ability to adopt product and service changes according to policies and best practices.
Collaborate extensively with peers across teams and lines of business to lead the adoption of innovative ways to deliver service to customers.
Optimize overall product and service utilization to achieve ROI goals, influencing roadmaps and customer decision making.
Serve as a role model for driving innovation, identifying ways to experiment with new approaches, and seeking opportunities to share knowledge of product, service, and/or support information or issues.
Anticipate and lead others to identify and capitalize on opportunities for enhanced value for services.
Provide input on decisions made when developing new services and/or processes.
Influence others across teams to stay abreast of technological, business, and industry trends.
Manage and provide direction on timelines, deliverables, and budgets when applicable for critical high-impact projects or initiatives that impact the line of business, ensuring timely completion and adherence to requirements.
Anticipate and plan for shifts in resources or timelines based on changing business priorities, ensuring optimal outcomes.
Influence cross-functional leaders and external stakeholders to gain alignment on strategic objectives.
Foster partnerships with key business leaders, stakeholders, and/or customers, identifying opportunities for expanding partnerships and promoting long-term organizational success.
Champion transparency and inclusivity by actively seeking, listening to, and incorporating diverse perspectives.
Lead specialized, advanced problem-solving efforts, serving as an escalation point for complex issues.
Guide others to leverage innovative data-driven techniques to address ambiguous or novel issues, identify root causes, and drive the implementation of solutions that prevent future issues.
Leverage deep industry knowledge and expertise to serve as a thought leader within the organization.
Contribute to the advancement of the field or industry through thought leadership (e.g., conference presentations, white papers, research contributions).
Maintain and evolve expertise in relevant areas by proactively monitoring emerging trends, technologies, and industry standards.
Ensure the organization remains current with best practices.
Champion continuous learning and knowledge sharing, promoting professional development across teams.
Apply new knowledge to drive advancement and mentor others to do the same.
Develop innovative solutions and drive the implementation of ideas that increase the efficiency and effectiveness of processes, protocols, and workflows across the organization.
Evaluate effectiveness of updated approaches and methods for continued improvement to enhance efficiencies and ensure changes align with organizational goals.
Design and develop metrics to measure success of improvement initiatives.
Serve as a subject matter expert regarding talent needs and organizational talent strategy.
Impart leadership and expert knowledge throughout the talent development pipeline including candidate interviews, candidate assessment, and hiring decisions, ensuring alignment with organizational talent strategy.