Oracle NetSuite Customer Success Manager - Platform Technology – NetSuite Managed Services in Boston, Massachusetts
As a recognized authority and leading contributor within their practice, this senior-level consulting position provides consistent high quality and innovative solution leadership to a project team. Leads the solution design and implementation aspects of engagement(s) ensuring high quality, integrated software solutions within constraints of time and budget.
Analyzes business needs to help ensure Oracle solution meets the customer’s objectives by combining industry best practices, product knowledge, and business acumen. Exercises judgment and business acumen in selecting methods and techniques to deliver functional and technical solutions on non-routine and very complex aspects of applications and technology installations. Provides direction and mentoring to project teams, and effectively influences customer leadership on key decisions. Supports the business development efforts by pursuing new opportunities and extensions. Collaborates with the consulting sales team by providing domain expertise. Resolves complex customer issues by recommending and implementing solutions. Demonstrates expertise in multiple business processes across two or more product families or ability to architect and design technology solutions encompassing multiple products and make decisions based on impact across the stack.
8-10 years of experience relevant to this position including 4 years of consulting experience. Prior team leadership or management experience preferred. Undergraduate degree or equivalent experience preferred. Product or technical expertise relevant to practice focus. Ability to communicate effectively. Ability to build rapport with team members and clients. Strong influencing and negotiation skills. Ability to travel as needed.
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Is a recognized authority and leading contributor within their practice, this senior-level consulting position provides consistent high quality and innovative solution leadership to a project team.
he Platform Technology Services Department (PTS) is an acknowledged authority within the Oracle NetSuite Global Business Unit (GBU), providing subject matter expertise and consulting services to the GBU’s largest, strategic and most challenging customers around the globe.
The Platform Technology Services Department provides technology leadership, oversight and guidance in full life cycle implementation of large-scale NetSuite, including services targeted to ensure post-go-live services to ensure ongoing success of NetSuite solutions with a focus on stability, performance and scalability.
The Platform Technology Services Department employs three complementary roles to deliver these services:
Customer Success Manager (CSM) – Quarterbacks CSM-led accounts, provides escalation management, enhanced case/issue communication, obtains and coordinates resources to deliver services
Platform Solutions Consultant (PSC) – Subject Matter Expert providing deep technical capabilities across the service offerings
Functional Solutions Consultant (FSC) – Subject Matter Expert providing deep functional capabilities across the service offerings.
Functional Solutions Consultant (FSC) Position
As a trusted advisor, the FSC role provides functional and architectural consulting to identify and mitigate risks associated with large and complex NetSuite implementations including:
Holistic architectural and functional design reviews
Facilitating workshops to review business requirements
Conducting functional fit gap analysis
Consultative guidance on NetSuite functionality and leading practices
Providing guidance on best practices for data migration strategy
Providing guidance on testing practices
Supporting other team members in appropriate use of NetSuite functionality
Leveraging deep functional experience, FSC’s analyze customers business & functional requirements to ensure appropriate use of the product to that will ensure extensibility, and to support long-term scalable use of NetSuite. FSCs work with implementation teams (internal or external) to advise and oversee implementation of FSC’s recommendations.
FSC’s work with their customers and partners to review functional designs and related feature gaps that may arise and devise appropriate solutions across the NetSuite ecosystem.
FSC’s lead customers and partners through the appropriate use of NetSuite leading practices ensuring these are factored into designs for standard and customized features.
FSC’s are a core part of the PTS Department’s subject-matter expertise and are leveraged across accounts when required. FSC’s are thought leaders within their area of expertise and work with the Product organization to ensure new product feature changes and capabilities are understood and adopted by customers and partners. FSCs are expected to become NetSuite ERP Certified.
Preferred Qualifications include:
10 Years working experience with minimum of 7 years of functional consulting & solution architecture experience
Must have participated minimum of 5 full life cycle ERP implementations
Developing end-to-end business process flows
Leading and managing business and functional design workshops with clients
Ability to be self-directed, multi-task, and lead others with minimal supervision
Adept at getting hands-on with technology and presenting concepts effectively at various levels within a customer’s and/or partner’s organization
Undergraduate degree or equivalent
Working experience in implementation life cycle activities (SIT, UAT, …)
Working experience with cut over and go-live activities
Working experience in triaging issues and risks associated with business and functional requirements
Strong analytical skills
Strong communication (written and verbal) and presentation skills
To be self-directed and motivated
Leading team members with minimal supervision
Experience in the following is highly desirable:
Functional Certification with NetSuite or other ERP systems
Experience with SaaS/Cloud providers
Experience working with global or large solution integrators
- Modest to moderate, as appropriate.
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An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.
In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.
Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.
At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.
That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.
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