Job DescriptionOracle Advanced Customer Services provides unmatched, tailored support that ensures your Oracle technology investments deliver ground breaking innovation and performance your business requires to compete—all while coexisting within your IT environment.Key Responsibilities:Accountable for providing customers with the guidance and support needed throughout the full implementation life cycle to ensure successful and most effective use of Oracle’s products and related implementation services. Enhance the customers' use of Support Services, drive a high degree of satisfaction, reference ability, and protect/improve revenue streams. Advocates for customers and becomes a trusted advisor aligning with the business partners of their assigned customers. A TAM University training and mentoring program 6-12 months in duration will be available to the TAM coming into this position. This training program will include mentoring, supporting, shadowing, and monitoring.Manage small accounts, and with other TAMs, will support medium or large accounts to enhance the customers use of Support Services. Align contracted services with customer goals and objectives. Supervise and communicate the status on sophisticated projects and manage small projects independently. Collaborate with Sales, Delivery account team, and customer teams to determine their needs and identify appropriate solutions. Coordinate delivery for Support Services. Has a good knowledge and understanding of Oracle policies, procedures, reporting, escalation process and delivery tools? Work involves some problem-solving and customer critical issue management with assistance and guidance in understanding and applying company policies and procedures. Completes own role largely independently within defined policies and procedures. Will have supervision on medium to large accounts.Career Level - IC2ResponsibilitiesKey Experience:
BS degree or equivalent experience
2-3 years experience in IT Service Management, Project Management or Account Management
Understanding of Contract/Project Management fundamentals - cost, resources, and scheduling
Demonstrates good communication, customer management, customer engagement, and project management skills, and certification are desirable – ITIL, PMP, Prince2, or University equivalent.
Ability to work primarily independently on small contracts.
Demonstrated ability to perform moderately complex problem-solving and customer critical issue management in compliance with company policies and processes
Basic understanding of Oracle’s latest product technologies
Demonstrate strong proficiency in interpersonal skills, team leadership, eye for business, relationship building, and conflict management
Ability to travel up to 25%
Responsibilities:
Participate in the TAM University training and mentoring program to gain a knowledge foundation for the TAM duties.
Be the single point of contact within Oracle for the customer, advocating for the service delivery plan.
Work with your manager for delivery engagement, including creating and maintaining accurate documentation.
Work with the Manager/Assigned Senior TAM/Mentor to:
Maintain the Oracle business systems to ensure systems are up to date with accurate/current information (resources assignments, timecards, rates, completion estimates, invoice details, etc.) to ensure that services are delivered efficiently invoices are generated on time and revenues are forecasted and recognized promptly.
Plan and deploy resources to ensure effective delivery within agreed budgetary constraints.
Build and maintain the ACS service delivery or project plan where appropriate.
Location: This is a remote position but candidates will need to be located in Eastern time zone.Does this sound like you? Apply today!Disclaimer:Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.Range and benefit information provided in this posting are specific to the stated locations onlyUS: Hiring Range: from $27.02 to $54.13 per hour; from $56,200 to $112,600 per annum. May be eligible for equity.Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, 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 US offers a comprehensive benefits package which includes the following:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.About UsAs 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 require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.Disclaimer: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
