Principal Technical Account Manager

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Key Responsibilities

• Customer relationship management: Build trusted relationships with database administrators, architects, IT leaders, and executive stakeholders. Understand their business objectives, technical environments, and operational priorities.
• Strategic account planning: Develop and maintain technical account plans, service roadmaps, and customer success plans with clear milestones, owners, and measurable outcomes.
• Service delivery and governance: Coordinate contracted service deliverables, track commitments and applicable service levels, and conduct regular operational reviews and executive business reviews.
• Incident and escalation management: Lead customer communication during critical incidents, coordinate support and engineering teams, track resolution activities, and drive follow-through on root cause analysis and preventive actions.
• Proactive database health management: Coordinate health checks, performance reviews, capacity assessments, and availability evaluations to identify risks and recommend improvements.
• Database lifecycle planning: Guide customers through database upgrades, migrations, patching, platform modernization, and cloud adoption, including readiness assessments and risk mitigation.
• Availability and recovery: Review high availability architectures, backup strategies, disaster recovery readiness, and recovery testing against customer recovery objectives.
• Security and governance: Advise on database security practices, access controls, encryption, auditing, and vulnerability remediation in collaboration with customer security teams.
• Technology adoption: Help customers evaluate relevant Oracle Database, OCI, automation, and AI capabilities based on business value and operational readiness.
• Customer advocacy: Represent customer priorities within Oracle, coordinate cross-functional resources, and communicate product feedback and recurring issues.
• Continuous improvement: Maintain account documentation, action registers, service dashboards, and technical recommendations that demonstrate progress and service value.
  

Required Database and Technical Skills

• Strong expertise in Oracle Database administration, architecture, troubleshooting, and lifecycle management, including Oracle Database 19c and familiarity with Oracle AI Database 26ai.
• Working knowledge of Oracle Multitenant architecture, including container databases, pluggable databases, provisioning, consolidation, and resource management.
• Experience with Oracle Real Application Clusters (RAC), Automatic Storage Management (ASM), Oracle Data Guard, and Active Data Guard.
• Strong database performance analysis and SQL tuning skills, including execution plans, indexing, optimizer statistics, wait events, AWR, ASH, and ADDM.
• Experience with RMAN backup and recovery, restore validation, disaster recovery planning, and recovery time and recovery point objectives.
• Knowledge of Oracle Exadata architecture, workload optimization, and operational considerations.
• Experience planning database migrations, upgrades, and patching using appropriate tools such as Data Pump, AutoUpgrade, GoldenGate, and Zero Downtime Migration.
• Familiarity with OCI database services, Oracle Autonomous AI Database, Exadata Database Service, and Exadata Cloud@Customer.
• Understanding of database security capabilities, including Transparent Data Encryption, privilege management, auditing, Oracle Data Safe, and Database Vault.
• Proficiency in SQL and PL/SQL, Linux/Unix fundamentals, and scripting or automation using Python, shell scripts, Ansible, or Terraform.

Modern Database Skills — Preferred

• Familiarity with Oracle AI Vector Search, vector embeddings, similarity search, and retrieval-augmented generation (RAG) use cases.
• Awareness of Select AI and natural language access to enterprise data.
• Understanding of JSON Relational Duality, modern SQL capabilities, and support for relational, JSON, spatial, and graph workloads.
• Knowledge of cloud database observability, infrastructure automation, and performance and cost optimization.
• Ability to assess the operational, security, and governance requirements of AI-enabled database solutions.

Technical Account Management Skills

• Strong stakeholder management, executive communication, presentation, and negotiation skills.
• Ability to explain complex technical issues through their business impact and recommended actions.
• Experience managing escalations, setting expectations, resolving conflicts, and maintaining customer confidence.
• Strong planning, prioritization, and coordination skills across multiple accounts or concurrent initiatives.
• Understanding of incident, problem, and change management practices, preferably aligned with ITIL.
• Ability to define and track service measures such as customer satisfaction, milestone completion, recurring incident reduction, and risk remediation.
• Demonstrated ownership, analytical thinking, and effective collaboration across distributed teams.

Qualifications

A bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent practical experience. Relevant experience in Oracle Database technologies and customer-facing technical account management, consulting, enterprise support, or service delivery is required. Oracle Database, OCI, and ITIL certifications are desirable.