Siebel CRM Project Manager/Technical Account Manager

Location: San Francisco/Redwood Shores, CA 94102 Job Category: IT/Software Development INFORMATION DRIVEN Oracle's business is information — how to manage it, use it, share it, protect it. The world's largest enterprise software company, Oracle is the only vendor to offer solutions for every tier of your business-database, middleware, business intelligence, business applications, and collaboration. With Oracle, you get information that helps you measure results, improve business processes, and communicate a single truth to your constituents. Oracle's next-generation enterprise computing platform — Fusion — is being designed to enable incremental adoption of a powerful, flexible, service-oriented IT infrastructure without the disruption associated with a wholesale platform upgrade. This portfolio is built on powerful Fusion design principles, standardizing the priorities and practices of your enterprise computing strategy-saving you significant time and money. Job Description Job Title: Siebel Technical Account Manager Job Description:   Siebel Technical Account Managers (TAM) are the industry’s leading front office implementation experts, squarely focused on enabling customers to successfully deploy their customer-facing solution.  The Siebel TAM guides the customer through all phases of the Customer Experience Blueprint, providing expertise and guidance on Siebel's leading best practices for a successful front office solution.  The TAM helps the customer execute proper governance, enabling the execution of the Front Office strategy across the domains of people, process, and technology.  Siebel's research and experience of getting millions of users live across thousands of customers have demonstrated that implementations are more successful and deliver greater ROI when a TAM is closely involved. The TAM functions as part of the customer care team in ensuring success of the customer’s CRM program through adoption of the Implementation Best Practices.  A TAM is a trusted advisor to the customer steering board, project management, and project delivery team.  The TAM provides assistance to the customer as a strategic implementation advisor, project technical advisor, and as a customer advocate internally within Oracle/Siebel. TAMs are engaged at the account level in providing recommendations and proactive advice through all phases of the implementation life cycle.   The Technical Account Manager has the responsibility to ensure 100% customer satisfaction and success with Siebel software.   Responsibilities: Core TAM: Manage Siebel Implementation projects of medium complexity. Ensure 100% customer satisfaction and success with Siebel software. Maintain a customer satisfaction gap of < 2 on all customer satisfaction areas. Develop and execute plans to address customer satisfaction gaps. Act as liaison between integration partner, Siebel, and customer. Develop and execute consistent implementation assessment strategy with the customers. Deliver initial and periodic implementation assessments to customers and Siebel management based on the Implementation Best Practices guidelines. Provide proactive strategic implementation guidance to the customer’s steering board and management teams. Provide proactive technical implementation guidance to the customer’s management and delivery teams. Advocate customer’s priorities internally within Oracle/Siebel. Serve as escalation point of contact for product and service issues. Lead the resolution of critical account issues. Develop an understanding of the Red account process and successfully manage red accounts accordingly. Provide timely account status reporting both to customers and management, including project burn rate. Manages liability at customers by monitoring project burn rate, not performing billable work that is in excess of project limits, and as necessary facilitate collection on outstanding invoices. Complete timely expense and time reporting. Ensure accuracy of customer’s data and project information in eBiz. Provide assistance to other Technical Account Managers on complex technical and business issues. Contribute to TAM/Siebel knowledge base. Certification: (Product) Siebel Certified Consultant, Customer Care Model, Siebel Implementation Leading Practices  Work Location: San Francisco Travel Component:To effectively fill this role, the preferred candidate shall be required to travel up to _25__%. As part of Oracle's U.S. employment process, candidates will be required to complete a background check, prior to an offer being extended.  These background checks include:  Prior Employment Verification Education VerificationSocial Security TraceCriminal Background CheckMotor Vehicles Records (where required for position)  Oracle Supports Workforce Diversity  Please apply online at http://irecruitment.oracle.com Please register as a user, then enter in IRC966876 your key skill areas in the Keyword(s) search field.  This will bring up the listing for the positions we currently have open and allow you to document your application.  If you have difficulties:    Contact Information