Senior Technical Account Manager

About This Role

This role involves managing key customer accounts, providing expert advice on Oracle's EPM Cloud products, and ensuring customer satisfaction. It suits a proactive individual with a strong background in finance, EPM cloud product expertise, and extensive experience in technical delivery management and issue resolution.

Responsibilities

• Serve as the main point of contact for individual-level contracts, providing comprehensive business process, product/service functionality, and implementation knowledge in an advisory manner
• Provide timely services in line with practices, procedures, contractual budgets, leveraging contractual agreements
• Maintain customer relations, communicating with customers regularly to ensure satisfaction
• Provide updates on customer status to leadership
• Educate customers on the most effective and efficient way to leverage Oracle services, products, and tools, providing feedback on customer organization performance
• Review service requests and gather information from appropriate parties to determine next steps
• Identify potential crises or concerns and work to resolve customer issues and incidents in a timely manner, leveraging comprehensive knowledge of appropriate resources and other customer experience to develop customized solutions
• Connect and/or escalate issues to appropriate teams to reach solutions and minimize impact on the business, independently reporting pain points to leadership
• Develop and maintain service delivery and project plans throughout their lifecycle and ensure positive margins according to governance and account management expectations and contracted terms
• Update and maintain accurate customer account, contract, and service history information
• Independently conduct periodic account planning and account reviews, tracking and communicating status on projects including risk identification and mitigation recommendations
• Ensure up-to-date documentation of and maintain contract cost, resources and scheduling, and scope, working to meet contract revenue and margin objectives
• Identify and submit delivery leads for new opportunities and contract renewals
• Advise customers on optimal use and health of their Oracle product/service investment, independently providing ongoing maintenance to optimize and ensure effectiveness and performance of the product and/or service
• Collaborate with cross-functional teams, executing and contributing to technical delivery plans
• Independently act as a liaison between customers, internal, and external teams
• Adhere to plans to ensure customers understand and are able to adopt product and service changes according to policies and best practices
• Work closely with peers to identify and develop innovative ways of delivering service and improving overall product and service utilization to achieve ROI goals
• Contribute to the team by providing guidance and sharing knowledge of relevant product, service, and/or support information or issues
• Independently identify opportunities for enhanced value for services
• Provide input on the development of new services and/or processes, remaining up-to-date with technological, business, and industry trends
• Independently manage work, monitoring timelines and deliverables to ensure projects or initiatives stay on track and meet requirements
• Proactively prioritize work and adapt to resource or timeline shifts, suggesting adjustments to maintain project efficiency
• Collaborate across teams to align on expectations and achieve shared objectives
• Build and maintain a comprehensive understanding of business, stakeholder, and/or customer needs to build and support effective partnerships
• Actively listen to diverse perspectives and ask questions to ensure understanding of others
• Independently identify and address standard and non-standard issues in accordance with standard practices, escalating more complex issues as appropriate
• Analyze data and/or information from multiple sources to troubleshoot standard and non-standard errors
• Contribute to knowledge sharing and best practices
• Embrace continuous learning by actively seeking to build knowledge and new skills and/or tools and staying current with industry trends and best practices
• Seek out and leverage feedback and training to improve skills
• Contribute to a culture of continuous learning and knowledge sharing with team members
• Develop ideas and recommend updates to increase the efficiency and effectiveness of processes, protocols, and workflows within a team
• Seek input from team members on alternative approaches and methods for improving work

Requirements

• Bachelor's degree in Finance, Accounting, Business, Information Systems, Computer Science, or related discipline
• Professional finance / accounting qualification strongly preferred: CMA, CPA, CA, ACCA, or equivalent
• English fluency required (written + spoken, business-grade)
• Native or fluent Cantonese required
• End-to-end functional configuration of FCCS including dimension design, consolidation methods, intercompany eliminations, multi-currency translation (FX), ownership-based minority interest, journal entries, and statutory / management reporting outputs
• Hands-on experience building calculation logic for consolidated funding flows, intercompany profit-distribution, and group consolidation scenarios
• Solid knowledge of financial close cycle — trial balance capture, intercompany matching, eliminations, FX translation, multi-entity consolidation, ownership handling
• Ability to support month-end, quarter-end, and year-end close processes from design through execution and statutory sign-off
• End-to-end functional configuration of EPBCS
• Experience translating FP&A processes into EPBCS designs
• Knowledge of planning governance in EPBCS
• 8+ years of finance / FP&A / financial close experience, including at least 4 years hands-on with Oracle FCCS and EPBCS
• At least two full lifecycle implementations of FCCS (or Hyperion Financial Management) as functional owner
• At least two full lifecycle implementations of EPBCS as functional owner
• Experience with config, build, and validation of calc scripts, business rules, member formulas, dashboards, approval workflows, and Smart View reports
• Experience running or supporting SIT / UAT / regression cycles, end-user training, and hyper-care
• Knowledge of Oracle EPM Automate, REST API, Data Management / Data Exchange, ODI / FDI
• Ability to collaborate with solution architects on dimension design, integration patterns, and security hierarchies
• Familiarity with Smart View, dashboards, and reporting outputs required for finance audiences
• Workshop facilitation skills (fit-to-standard, solution design, UAT readiness)
• Comfortable translating complex finance-process intent into board-ready configuration and back into audit-traceable documentation
• Independent and a proactive personality
• 8 years of experience in a customer facing, consultative, or technology related field
• OR Bachelor's Degree in Business, Computer Information Systems, or related field AND 4 years of experience in a customer facing, consultative, or technology related field
• OR Master's Degree in Business, Computer Information Systems, or related field AND 2 years of experience in a customer facing, consultative, or technology related field

Nice to have:

• 1 year of experience working with operating budgets and/or project financials
• 4 years of experience in information technology service management
• 4 years of experience in account management

Benefits

• Flexible medical, life insurance, and retirement options
• Volunteer programs

About the Company

Oracle brings together data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. With AI embedded across its products and services, the company helps customers turn that promise into a better future for all. Oracle is leading the way in AI and cloud solutions that impact billions of lives.