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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
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.
Travel:Yes, 25 % of the Time
Other Locations:United States
Job Type:Regular Employee Hire
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