Job Description – SaaS Technical Account Manager (TAM)
We are seeking an experienced Functional Technical Account Manager (TAM) to lead account management, customer engagement, and delivery governance for Oracle managed services projects. The ideal candidate will have strong functional expertise across Oracle SaaS/PaaS applications, particularly Oracle Fusion ERP Finance and/or Supply Chain Management (SCM), including application integrations. Having exposure to Manufacturing domain will be an added advantage.
This role requires a blend of functional knowledge, customer service excellence, project governance, problem management, and the ability to work closely with remote delivery teams to ensure timely and complete resolution of customer issues.
- Location: Mexico.
- Work Model: Remote.
- Language Requirements: Professional fluency in Spanish and English is required, including the ability to communicate with customers, delivery teams, and global stakeholders.
- Act as a trusted advisor and primary functional point of contact for customers across managed services engagements.
- Provide strong account management, delivery governance, and customer service support.
- Understand customer business processes, priorities, and critical issues, and coordinate the appropriate response.
- Drive end-to-end resolution of customer-reported issues in collaboration with remote delivery engineers and support teams.
- Review solution design documents, root cause analysis reports, and related delivery documentation.
- Manage customer expectations by providing clear communication, realistic timelines, and regular status updates.
- Mobilize internal teams and organizational resources to address critical customer situations.
- Support continuous improvement of managed services processes through the use of tools, methods, automation, and innovation.
- Stay current with emerging business models, ERP processes, Oracle application features, SaaS/PaaS capabilities, AI-enabled SaaS functionality, and technology trends.
- Help customers maximize business value from their Oracle application investments.
Required Skills and Experience
- Experience in managed services delivery, application support, implementation, or post-production support.
- Strong functional understanding of ERP business processes, especially:
o Order-to-Cash
o Procure-to-Pay
o Finance operations
o Supply Chain Management processes
- Prior Hands-on experience with Oracle Fusion ERP Finance and/or Oracle Fusion SCM would be an advantage
- Familiarity with Oracle SaaS/PaaS application integrations.
- Strong understanding of customer support, issue management, escalation handling, and problem management.
- Ability to review and assess functional solution designs and RCA documentation.
- Excellent customer-facing communication skills with a strong service orientation.
- Ability to work effectively with remote delivery teams, technical teams, and business stakeholders.
- Strong operational discipline, ownership mindset, and attention to detail.
Preferred Qualifications
- Experience with AI capabilities in SaaS applications.
- Exposure to other ERP platforms in addition to Oracle.
- Experience working in large enterprise environments or global delivery models.
- Knowledge of ITIL, service management, or managed services governance frameworks.
- Experience supporting transformation, modernization, or continuous improvement initiatives.
- Comfortable managing critical situations and complex stakeholder expectations.
- Flexible and adaptable in a fast-changing business and technology environment.
- Strong learning orientation with a desire to stay updated on product, process, and technology developments.
Sueldo: $1.00 al mes
Lugar de trabajo: Empleo remoto
