Lead Principal Technical Account Manager

About the Role

Serves as the main contact for complex contracts, providing expert business processes, product/service (e.g., hardware, applications, software) functionality, and/or implementation knowledge. Drives efforts to provide services and educates customers on ways to leverage Oracle services. Reviews service requests, anticipates and identifies potential crises, and takes the lead in resolving issues. Owns connecting and/or escalating issues to relevant teams to reach solutions. Drives the development and management of plans, actively engaging in review and update documentation, and collaborates across teams to anticipate and identify opportunities for contract renewals and reports results.

Responsibilities

• Customer Engagement:
  • Serves as the main point of contact for highly complex contracts, providing business process, product/service functionality, and/or implementation expertise.
  • Drives efforts to provide timely services, ensuring alignment with practices, procedures, and contractual budgets.
  • Maintains customer relations, communicating with key leaders across internal and external teams to ensure satisfaction.
  • Provides updates on customer status to senior leadership.
  • Educates customers on leveraging Oracle services, products, and tools effectively.
• Issue Resolution:
  • Reviews service requests and guides others to identify relevant information and determine next steps.
  • Anticipates and identifies potential crises, resolving customer issues and incidents in a timely manner.
  • Takes ownership of escalating high-impact issues to relevant teams or management.
• Account Management and Governance:
  • Drives the development and management of service delivery and project plans throughout their lifecycle.
  • Ensures accurate and up-to-date customer account information, contracts, and service history.
  • Monitors and communicates the status of highly complex projects, including risk identification and mitigation.
  • Collaborates across teams to propose and lead new opportunities and contract renewals.
• Technical Delivery Management:
  • Advises customers on optimal use and health of their Oracle product/service investment.
  • Serves as a liaison between customers, internal, and external teams.
  • Recommends opportunities to improve customer adoption of product and service changes.
• Innovation and Continuous Improvement:
  • Collaborates with peers to lead the adoption of innovative service delivery methods.
  • Drives innovation, experiments with new approaches, and shares knowledge.
  • Provides input on decisions for developing new services and processes.
• Planning & Execution:
  • Manages timelines, deliverables, and budgets for high-impact projects.
  • Anticipates and plans for shifts in resources or timelines based on changing priorities.
• Collaboration & Partnership:
  • Influences cross-functional leaders and external stakeholders to align on strategic objectives.
  • Fosters partnerships with key business leaders and promotes long-term success.
• Problem Solving:
  • Leads specialized problem-solving efforts and serves as an escalation point for complex issues.
  • Guides others to use data-driven techniques for addressing ambiguous or novel issues.
• Continuous Learning:
  • Serves as a thought leader within the organization, contributing to industry advancements.
  • Proactively monitors emerging trends, technologies, and industry standards.
  • Champions continuous learning and knowledge sharing across teams.
• Performance and Development:
  • Serves as a subject matter expert regarding talent needs and organizational strategy.
  • Imparts leadership and expert knowledge throughout the talent development pipeline.

Requirements

Certain U.S.-based or U.S. customer/client-facing roles may require compliance with applicable requirements, such as immunization, occupational health mandates, and/or drug testing.

Pay

Hiring range in USD: $103,800 - $234,600 per year. May be eligible for bonus, equity, and compensation deferral.

Benefits

• Medical, dental, and vision insurance, including expert medical opinion.
• Short-term and long-term disability insurance.
• 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 for salaried employees (13 days annually for the first three years, 18 days thereafter).
  • 11 paid holidays.
  • 72 hours of paid sick leave upon hire, refreshing annually with a maximum cap of 112 hours.
  • Paid parental leave.
• Adoption assistance.
• Employee Stock Purchase Plan.
• Financial planning and group legal services.
• Voluntary benefits including auto, homeowner, and pet insurance.