Senior Technical Account Manager - Sweden

Description · Senior Technical Account Manager (TAM) – CSS Nordics · About Oracle · Oracle is leading a cloud revolution. Emerging technologies are disrupting old paradigms and unleashing new opportunities. We are transforming the world of business, empowering nearly half a · mil ...

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Description

Senior Technical Account Manager (TAM) – CSS Nordics

About Oracle

Oracle is leading a cloud revolution. Emerging technologies are disrupting old paradigms and unleashing new opportunities. We are transforming the world of business, empowering nearly half a

million organizations worldwide to turn untapped potential into real business value. We enable companies to reimagine their businesses, processes, and experiences to outpace change.

About Customer Success Services (CSS)

Customer Success Services (CSS) is a global line of business at Oracle, with over 20 years of experience providing dedicated support to more than 6,000 companies across 100 countries. Our services are

designed to fit the evolving needs of our customers by working closely with them to understand their unique requirements and business goals. We help organizations embrace the right technology to shape their future and achieve more.

Role Purpose

The Senior Technical Account Manager (TAM) helps customers maximize the value of their Oracle investments and achieve business outcomes by managing the successful delivery of CSS transition,

deployment, and optimization services across all Oracle products, technologies, and both on-premise and cloud layers. This role maintains and manages CSS customer relationships and delivery projects to

ensure customers and decision makers are engaged, influenced, and delighted. 

Key Responsibilities

Service Management

• Provide oversight for all aspects of ongoing service delivery, ensuring compliance with SLAs and operational excellence.

• Continuously monitor and report on service performance, driving improvements and adopting best practices to enhance customer value.

• Act as a primary point of contact for escalations, service reviews, and operational updates while fostering strong customer relationships.

• Collaborate with technical, support, and business teams to resolve incidents, manage changes, and ensure seamless delivery of Oracle services.

• Champion feedback loops and continuous service improvement initiatives. 

Coordination of Contract Deliverables

• Develop and monitor service delivery plans that align key objectives with contracted deliverables.

•  Coordinate resources and oversee service execution to ensure high-quality, consistent results for the customer.

• Prevent service drift beyond contractual obligations, maintain optimal service profitability, and identify/mitigate risks and issues proactively. 

Project Management

• Lead or support customer projects related to migrations, upgrades, implementations, and cloud transitions as required.

• Oversee project planning, resource coordination, and delivery to achieve customer objectives and Oracle's profitability targets.

• Employ industry-standard project management methodologies (e.g., PRINCE2, PMP, Agile) to manage projects when appropriate.

• Manage all project phases: transition from sales to delivery, resource management, defining and driving success criteria, and acting as the primary client interface for project activities.

• Oversee project financials, including revenue forecasting, resource allocation, change control, and escalation management.

Customer Advocacy

• Serve as the customer advocate within Oracle, focusing on CSS matters and ensuring ongoing alignment between Oracle services and customer needs.

• Articulate customer requirements, manage expectations, and represent CSS interests to drive customer satisfaction and continuous value delivery.  

Business Development

• Identify and nurture additional service opportunities within customer accounts, collaborating with the sales organization to grow the business relationship.

Responsibilities

Key Skills & Competencies

•  Background in Enterprise IT Service Management, Professional Services, Account Management,
•  Project Management, Customer Support, or Enterprise Software Deployments.
•  Desirable certifications: ITIL, PRINCE2 / PMP; knowledge or experience with Agile.
•  Significant experience in Enterprise IT Service Management and Account Management.
•  Experience building long-term strategic relationships with key customer contacts.
•  Experience using recognized Project Management Methodologies (PRINCE2, PMP, Agile).
•  In-depth understanding of customer industries, core business processes, and technical/business needs.
•  Excellent relationship-building and communication skills.
•  Inspirational leadership and strong management skills.
•  Strong team orientation, leveraging the collective strength of Oracle.
•  Proficiency in escalation management and change control; adaptable to change.
•  Strong interpersonal skills; extensive customer "face-to-face" engagement at middle and executive levels.
•  Competency in conflict, time, and self-management.
•  Business acumen and ability to make sound, timely business decisions.
•  Fluent English and Swedish language skills.
•  Any additional Scandinavian languages would be very useful.

At Oracle, we don't just respect differences — we celebrate them. We believe that innovation starts with inclusion, and that to create the future, we need people with a diverse set of backgrounds, perspectives, and abilities. That's why we're committed to creating a workplace where all kinds of people can do their best work. When everyone's voice is heard and valued, we're inspired to go beyond what's been done before.

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Qualifications

Career Level - IC4