Oracle Sr Client Manager - NetSuite Services in Cambridge, Massachusetts
Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.
Develop long term partnership with our clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continues/replenish/renews contract with Oracle. Responsible for maintaining a high level of client satisfaction by being a liaison between our clients and Oracle's internal operations. Identify product expansion/up sell opportunities. Work with larger clients. Provide input into the CSM methodology and direction. Act as mentor to newer CSMs on a voluntary basis.
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Recommended 7 to 10 years of professional experience. Demonstrated experience in implementation or client facing relationship experience. Understanding of various technical architectures and operating systems. Industry experience is desired.
Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.
Lead continuous improvement initiatives and address escalations across internal teams using solid understanding of Customer business process requirements and Oracle NetSuite platform functionality.
Work proactively to analyze the Customer journey at Oracle NetSuite and identify opportunities for continuous improvement in Oracle NetSuite products and services to reduce churn, enhance ARR and enable Customer Success.
Manage complex escalations to successful resolution. Possess a fundamental understanding Develop and leverage strong relationships within Oracle NetSuite to ensure successful outcomes and provide real-time feedback to product and operations teams.
Drive maximum adoption of Oracle NetSuite solutions in conjunction with Client business needs
Put the client first in everything with focus on first year of experience with Oracle NetSuite: Time-to-value, initial adoption & satisfaction, business results, CSAT
Develop customer experience insights through direct customer-interaction and NetSuite-internal feedback from other departments
Identify solution expansion opportunities via high value relationship with Clients and internal teams.
Ensure Clients realize the value of their investment with Oracle NetSuite to ensure they remain a long-term customer.
Provide input into the CSM methodology and direction.
Embrace leadership roles toward improvement of the team.
Preferred Qualifications include:
Strong understanding of SaaS/Cloud ERP, SFA, and/or OmniChannel Commerce business processes and user experience.
Proficiency on the Oracle NetSuite platform strongly preferred. Possess fundamental understanding of Oracle NetSuite s core functionality, Analytics and Support architecture.
Vertical-specific experience in Manufacturing, Wholesale Distribution, Retail, Channels & Alliances or Ecommerce highly desired.
Experience in Oracle NetSuite implementations as a consultant or end user is a plus.
Familiarity with Oracle NetSuite s Revenue model and selling motion a plus.
Executive communication skills and acumen
Must exhibit grace under pressure, execution drive and readiness to advocate for the Client while balancing the needs of the company.
Work is non-routine and complex, involving the application of advanced technical, functional, process and problem-solving skills in area of specialization.
Demonstrated executive-level communication skills (process-first mindset, P&L acumen, negotiation & diplomacy)
Work is a varied blend of proactive and reactive responsibilities requiring independent judgment, self-drive and bias toward action.
Bachelor level degree or commensurate experience strongly preferred. MBA or Graduate degree a plus.
Title: Sr Client Manager - NetSuite Services
Location: United States
Requisition ID: 180016SB
Other Locations: Canada