Technical Account Manager - Federal Accounts Specialist

Job Description

Join our dynamic team as a Technical Account Manager focused on Federal accounts. In this role, you will have the chance to partner with leadership and project teams to create and implement strategies that drive customer success with Oracle Cloud Infrastructure (OCI). Leveraging your extensive technical knowledge of Oracle products, you will act as a trusted advisor, ensuring clients maximize their investment in Oracle's cloud solutions.

Position Overview:

• Act as the client advocate, transforming customer needs into integrated solutions.
• Convert business requirements into detailed technical specifications and application designs.
• Conduct thorough fit-gap analyses of cloud environments to formulate a customized roadmap for smooth transitions and implementations.
• Represent client interests effectively within Oracle.
• Possess in-depth knowledge of Oracle products to facilitate transformative discussions with customers and internal teams.
• Guide projects through the standard software development lifecycle (SDLC), ensuring effective communication and alignment across teams.

Key Responsibilities:

• Lead the collaborative alignment of functional and technical visions for program solutions.
• Identify systems, subsystems, and interfaces while evaluating technology assumptions and exploring alternative options.
• Ensure product roadmaps are synchronized with Oracle's release cycles and enhancement opportunities.
• Oversee the SDLC process from requirement intake to deployment.
• Collaborate closely with Portfolio Managers and cross-functional teams to establish strategic direction and objectives.
• Facilitate the seamless deployment of workloads to Oracle Cloud, providing expert guidance and recommendations.
• Demonstrate hands-on experience with Oracle Cloud Infrastructure (OCI) and associated technologies.
• Utilize Terraform for efficient provisioning of OCI resources, ensuring scalability.
• Develop skills in scripting languages such as Bash and Python for automation tasks.
• Manage and optimize workloads in Kubernetes, particularly within Oracle Kubernetes Engine (OKE).
• Create and maintain monitoring dashboards using Prometheus and Grafana to monitor system health.
• Exhibit strong knowledge of cloud networking, security, and IAM models.
• Design secure infrastructure frameworks and architectures with hands-on expertise.
• Engage in continuous improvement initiatives by collaborating with diverse teams on innovative solutions.
• Communicate effectively with both technical and non-technical stakeholders at all levels of the organization.
• Understand the CSS Service Portfolio, encompassing both cloud and on-premise solutions.

Customer Engagement:

• Act as the primary contact for complex contracts, providing insights on processes, product functionalities, and implementation strategies.
• Ensure timely service delivery aligned with established practices, procedures, and contracts.
• Build and maintain strong relationships with key customer leaders, offering status updates and ensuring satisfaction.
• Educate customers on effectively leveraging Oracle products to foster innovation.

Issue Resolution:

• Lead the review of service requests, identifying critical information for resolution.
• Proactively address potential issues, offering innovative solutions.
• Oversee the escalation of critical issues for swift resolution of high-impact challenges.

Account Management and Governance:

• Manage service delivery and project plans, ensuring profitability and adherence to governance standards.
• Maintain accurate records of customer accounts, contracts, and service histories.
• Oversee account planning and review processes, tracking project statuses and mitigating risks.
• Monitor contract revenue and performance, collaborating to identify new opportunities.

Technical Delivery Management:

• Advise customers on optimizing their investments in Oracle products and services.
• Collaborate with cross-functional teams to influence technical delivery strategies.
• Act as a liaison between customers and internal/external stakeholders.
• Recommend improvements to enhance customer understanding and adoption of product changes.

Innovation and Continuous Improvement:

• Lead initiatives for innovative service delivery and product utilization strategies.
• Encourage teammates to explore new approaches and share insights.
• Identify opportunities to enhance service value and shape new service/process developments.

Technical and Professional Skills:

• A Bachelor's degree in Computer Science or a related field, or equivalent experience.
• 8-15 years of experience in IT, with at least 5 years focused on Oracle Cloud Infrastructure (OCI).
• Strong analytical, problem-solving, and technical abilities, with the capacity to translate business needs into effective solutions.
• Experience with major cloud platforms (AWS, Azure, GCP) and adaptability to OCI.
• Leadership experience in Business Analysis, Business Process Design, and Application Development.
• Proven success in delivering IT solutions within time and budget constraints.
• Excellent communication skills and proficiency in Microsoft Office Suite.
• Able to cultivate positive relationships with IT and business partners.
• Experience working in a remote, team-oriented environment.
• Exceptional organizational skills and effective leadership capabilities.
• Self-aware and receptive to constructive feedback for improvement.
• A collaborative team player who boosts team dynamics positively.
• Experience with full-cycle cloud implementations is a plus.
• Willingness to travel to customer sites and internal meetings (25%).

This role requires US citizenship. The hiring range is from $87,000 to $178,100 annually, with a comprehensive benefits package including medical, dental, vision insurance, 401(k) with company match, paid time off, and parental leave.