Technical Account Manager- SaaS/PaaS/IaaS

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.

• Key Objectives
• Support Oracle Fusion and E-Business Suite (EBS) customers, both onsite and remotely.
• Provide best practices and continuous operational improvement advice to help customers maximize the stability, availability, and performance of their mission-critical application systems, ensuring compliance with SLA requirements.
• Develop standardized deliverables to assist customers in managing and maintaining environments based on Oracle Fusion and EBS.
• Participate in customer projects as required.
• Support pre-sales activities when necessary.
• Provide coverage for Fusion Applications and EBS On-Premises.

• Primarily support customers in Taiwan, with occasional opportunities to support customers in China and Hong Kong (mainly remote, with minimal short-term travel).

• Responsibilities

• Proactively engage with CSS customers to ensure successful deployment of Oracle EBS (both on-premises and cloud) and help them optimize product usage.
• Provide assistance in critical situations when required.
• Perform a wide range of tasks, including application support, application upgrades, performance reviews, patch analysis, SR (Service Request) resolution, functional enhancements, business process improvements, new feature adoption, automation, and pre-sales support.
• Build and maintain strong professional relationships with Technical Account Managers, Oracle Product Support, and customer stakeholders at all levels to ensure high customer satisfaction.
• Respond to and resolve service requests within agreed Key Performance Indicator (KPI) targets.
• Develop high-quality, standardized deliverables and methodologies to ensure efficient and consistent service delivery.
• Research and respond to customer inquiries related to Oracle products.
• Stay current with newly released Oracle products and maintain deep technical expertise within own specialization area.
• Maintain a high level of product knowledge across Oracle Fusion and EBS.

• Contribute to the continuous development and knowledge sharing within the team.

• Qualifications

• Bachelor's degree in a technical field or equivalent experience required.
• Minimum 10 years of IT experience, with at least 5 years of solid experience providing Oracle EBS functional support to customers.
• Hands-on experience with Oracle Fusion Cloud is essential.
• Strong expertise in Oracle Financials and Distribution modules, with the ability to learn new products as required.
• Proven experience supporting Oracle EBS R12, including R12 upgrade projects.
• Understanding of Oracle EBS architecture and underlying technology stack is a strong advantage.
• Extensive customer-facing experience with proven success.

• Fluency in both English and Mandarin (written and spoken).

• Personal Specification

• Proven ability to work independently and manage customer expectations effectively.
• Strong verbal and written communication skills.
• Effective presentation and facilitation skills.
• Excellent problem-solving and analytical abilities.
• Strong willingness and adaptability to learn and work with new products and technologies.
• Ability to work independently while also contributing as a collaborative team player.
• Capacity to perform well under pressure, especially in escalated situations.
• Highly self-motivated, resourceful, and proactive.
• Strong teamwork and interpersonal skills.
• Willingness to travel within Greater China (GC) when required.
• Oracle Cloud Certified Professional qualification is a plus.