Customer Services

• Plan and deploy resources to ensure effective delivery within agreed budgetary constraints.
• Where appropriate create and maintain the ACS service delivery or project plan.
• Actively manage project forecast, identify risks and issues, and opportunity for revenue collection (upside)
• Proactively manage the contract/project delivery to completion/customer acceptance
• Proactively report on any potential risks/issues that may impact service delivery or customer satisfaction
• Manage any customer escalation that may arise
• Ensure all contract-related systems and documentation either required contractually or as part of a program, are up to date and accurate
• Be the single point of contact within Oracle for the customer, acting as their advocate for the service you are responsible for delivering.
• The ACS TAM is a customer advocate and must demonstrate customer obsession by placing the client’s needs first.
• Manage the contract or delivery engagement as defined by ACS line management, including creating and maintaining accurate documentation
• Maintain the Oracle business systems to ensure systems are up to date with the correct/current information (resource assignment, timecards, rates, completion estimates, invoice details, etc.) to ensure that services are delivered efficiently, invoices are generated promptly, and revenues are recognized promptly.
• Monitor and report revenue forecast and margin estimates, revenue and margin achievements for each contract
• Work in line with customer working practices and procedures, if contractually agreed
• Operate in line with Oracle ACS’s business processes and procedures
• Operate in line with Oracle Global and local HR policies and procedures