Technical Account Manager (Gardena)

Employment Type

: Full-Time

Industry

: Advertising/Marketing/Public Relations



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Job Summary
Technical Account Manager - Western US region-190012XHNo Visa Sponsorship is available for this position.

Preferred Qualifications

Modern Marketers choose Oracle Marketing Cloud tobuild customer obsessed cultures. They use award-winning technology andexpertise to transform marketing by truly knowing the customer, engaging withcross-channel marketing, and achieving data driven accountability. Integratedinformation from cross-channel, content, and social marketing with datamanagement and dozens of AppCloud apps enables these businesses to target,engage, convert, analyze, and use award-winning marketing technology andexpertise to deliver personalized customer experiences.

The objective of the Technical Account Manager isto maximize client retention and success. In this role you will act as atrusted technical advisor to your clients to ensure they remain successful andrealize the full value of their investment in the Oracle Marketing Cloud. Youwill guide our clients to provide outstanding customer experiences. You will bethe trusted advisor our clients rely on to provide best practice and knowledgeon either the Responsys or Eloqua application!

Essential Duties and Responsibilities

As an Oracle Technical Account Manager (TAM) you will serve as theprimary contact for the administration of Oracle Cloud Priority Services andother Global Customer Support responsibilities as deemed necessary for theoverall success of assigned client accounts.

a.You shall providethe following support services:

1.Prepare andmaintain quarterly reports, analysis and recommendations based on client usageof their purchased platform;

2.Document thecontact details for key Oracle contacts and up to 5 (five) technical and/or enduser contacts (Customer Contacts) and Oracles escalation procedures (JointContacts and Escalation Guide);

b.You will performthe following key deliverables for your clients:

1.Conduct regulartechnical calls to answer how to and troubleshoot platform issues;

2.Maintain Project Logto keep track of customer requests;

3.Present platformreview and recommendation reports;

4.Provide tailoredrelease overview and advocate feature requests;

5.Assist end users with platform adoption, viaknowledge transfer sessions

6.Assist withsolution modeling and critical use case capture requests

7.Ensure clients understandshow to work with Oracle Support

8.Maintain Joint Contactsand Escalation Guides;

9.Review all OracleSupport Services activity, including Service Request (SR) activity inconnection with individual SRs logged by your Customer Contacts.The review may consist of status reports,next steps, if any, and review of SR priorities;

10.Serve as a designatedpoint of contact for Severity 1 and mutually agreed upon Severity 2 SR(collectively, Critical SRs) and Oracle Cloud services incidents(Incidents).You will provideassistance in managing Critical SRs and Incidents as follows:

i.SR and Incident Management,Prioritization and Escalation;

ii.Communicate thestatus of your priority SRs and Incidents to your Customer Contact(s); and

iii.Facilitatecommunications between Oracle and your Customer Contacts.

Essential Knowledge, Skills, Abilities, andBackground

  • 8+ years experience supporting marketing automation and/or email marketing products and/or providing technical account management, support or client success.
  • Experience with cloud-based/SaaS solution offerings- preferably in the area of marketing automation or email marketing
  • Knowledge of web language including HTML, CSS, JavaScript
  • An understanding of database structure and SQL knowledge
  • Demonstrated experience working with the executive level in client environments
  • Proven ability to develop and cultivate lasting customer relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, support, sales, and marketing experts
  • Working knowledge of the following business areas:
  • Marketing Automation platforms such as Eloqua, Responsys, Marketo, etc
  • Email Marketing
  • Service Cloud/Social Networks
  • Call Center/Customer Service
  • Business Analytics
  • CRM systems such as Siebel, Fusion, Salesforce
  • Strong analytical capabilities
  • Ability to create and sell business cases to internal and client audiences
  • Excellent organization, project management, time management, and communication skills
  • Willingness to 'roll up one's sleeves' and assist wherever needed
  • Team player who will work within the company to continue improving the way Oracle serves its clients
  • Ability to travel up to 15% of the time
  • Bachelors degree or equivalent experience in computer science, business, or related field.
  • Detailed Description and Job Requirements

    This position will be responsible for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use of Oracles products. In addition, this position will be a leader in ensuring overall customer satisfaction with Oracles products and related implementation services.

    This position will provide customers with regular assessments on the domains of strategy, process, governance, people and technology accompanied by recommendations for improvement in each area. The ATAM will act as the primary liaison between Oracle, the customer, and the system integrator with respect to the implementation. He/she will serve as Oracle*s support/services lead to the customer and provide business process, application functionality, technology, and implementation expertise by delivering a combination of business specifications analysis, technical consulting and project management skills. The TAM is responsible for escalating issues across multiple business units within Oracle (e.g. Technical Support, Expert Services, Sales, Consulting, Product Development, etc.) and marshalling resources as necessary to resolve problems.

    Job duties are varied and complex utilizing independent judgment. May have project lead role. 7 - 10 years of professional Information Systems implementation experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences). Understanding of various technical architectures and operating systems including web-based applications, networks, RDBMS (Oracle, DB2, MS SQL Server), etc. Project Management (PMP) certification or extensive Project Management experience across global and diverse organizations. Industry experience is desired.

    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.

    Job

    :Support

    Travel

    :Yes, 25 % of the Time

    Location

    :US-California

    Other Locations

    :United States

    Job Type

    :Regular Employee Hire

    Organization

    :Oracle

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