Technical Account Manager (TAM) – Oracle CSS - UAE

Jordan Dreams; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading technology firm in Dubai is seeking a Technical Account Manager to manage and develop customer relationships in the Middle East and Africa. This role involves being a trusted advisor to customers, improving service delivery quality, and ensuring customer satisfaction while managing the commercial aspects of contracts. The ideal candidate will collaborate with senior management and support customer success in maximizing their Oracle investments.

Benefits

Competitive benefits

Flexible medical options

Retirement options

Community volunteer programs

Qualifications

• Manage and develop relationships with accounts in Middle East and Africa.
• Become a trusted advisor, helping customers maximize their Oracle investment.
• Drive high satisfaction and manage service delivery.

Responsibilities

• Ensure high quality of service delivery.
• Manage contractual commercials and improve margins.
• Develop strategic relationships with customer management.

Job description

Our customers will measure our contribution to their success based on the value they receive from our services. TAMs are responsible for the overall governance and technical service delivery. They help customers maximize the business value of their Oracle investments, achieving the desired business outcomes while minimizing risk. To do this, TAMs must become trusted advisors to the customer, ensure consistency and quality of deliverables, help customers deliver their IT strategy, overcome challenges and meet business goals, and use leading practices for successful Oracle technology and Cloud deployments and operations. The Services Portfolio includes Managed Services, On-Premise, Hybrid Cloud, Applications, Platforms and Databases (SaaS/PaaS/IaaS), and Security services that TAMs may manage in full or in part.

What you will do

• Manage and develop the relationship with designated account(s) in Middle East and Africa throughout the engagement against the contractual deliverables & commercials.
• Become the trusted advisor for the customer, in order to help to maximize their investment in Oracle and represent them across the wider Oracle organization.
• Drive a high degree of satisfaction and reference ability, to protect and enhance Customer Success Services (CSS) revenue streams
• Manage the delivery engagement as defined by CSS processes & tools, including creating and maintaining accurate service documentation
• Co-ordinate the resources required to deliver the service to the allocated customer(s)
• Assuring and improving high quality of CSS service.
• Manage the contractual commercials, ensuring that the margin is maintained & developing plans to improve margin where appropriate
• Manage commercial aspects of the contract such as rebates, storage costs, work packages, etc.
• Assisting in the renewal of CSS contracts and contributing to pre-sales activities
• Develop strategic relationships with senior members i.e. CIO, CTO of the customer management team.
• Developing cross-team or 3rd party relationships, and working with these teams in delivering a comprehensive service to the customer
• Developing and maintaining relationships with senior management across Oracle lines of business within the designated account(s)
• Identifying additional opportunities for customers to engage with Oracle, such as Special Interest Group (SIG), Oracle Customer Advisory Board (OCAB) plus other technical and business events.
• Generate a Project Plan for each project which fully reflects CSS requirements.

Career Level - IC4

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