Customer Success Manager - Platform Technology Services - NetSuite
Toronto, ON, Canada
The Platform Technology Services Department 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.
Customer Success Manager (CSM) Position:
This experienced-level position is responsible for coordinating and leading the delivery of consulting services and solutions to large and strategic accounts and fills the role of an enterprise customer success manager.
Leads the delivery of consulting services aimed at ensuring customers success by reducing risks and by employing leading practices. A CSM ultimately aids in maximizing customers’ long-term success with their investment in Oracle NetSuite.
Leads internal resources through the analysis of customer requirements from both functional and technical viewpoints to help ensure Oracle NetSuite solutions meets the customer’s objectives.
As a position of professional influence, this individual frequently operates at the leading edge of technology, accessing expertise both within the Platform Technology Services Department and throughout the Oracle NetSuite GBU.
Interacts with product management teams to advocate product enhancements needed to meet our customers complex business needs. Obtains, coordinates and leads Platform Solution
Consultants and other GBU resources to assess and address complex environment, platform and architectural elements of integrations, NetSuite customizations and 3rd party solutions to ensure they meet today’s and future scaling needs.
Enables partner and professional services teams to ensure customer success. Considered a thought leader and trusted advisor, effectively influences difficult decisions at the leadership level of customer organizations.
Enables business development efforts by providing subject matter expertise both directly and leveraging resources from the broader GBU. Drives customer process direction and decisions by providing domain leadership within relevant industries on end-to-end enterprise solutions.
Is the customer’s advocate within the GBU. CSMs manage and resolve high-level escalations, effectively communicating and setting expectations with both customer and GBU executives.
Provides enhance level of communication of critical support cases to customer.
Preferred Qualifications include:
• Minimum of 7 years of hands on consulting experience in:
o Implementation of 4 ERP (Enterprise Resource Planning) projects either under
functional or technical roles
o Managing business process work streams
o Managing development activities related to specific business process areas
o Managing SDLC (Software Development Life Cycle)
o Managing implementation life cycles or methodologies
o Managing team members who work remotely
o Developing reference architecture and business process flows
o Working with Cloud providers in issue and escalation management
• Must demonstrate:
o Understanding of integration, data migration and customization concepts and
o Working experience in implementation of integration, data migration and
customization work streams
o Working experience leading implementation life cycle activities (SIT, UAT, …)
o Working experience with cut over and go-live activities
o Working experience in developing and managing plans, tasks and activities
o Working experience in managing risks, issues and defects
o Understanding and describing technology architecture
o Strong analytical skills
o Strong communication (written and verbal) and presentation skills
o To be self-directed and motivated
o Leading team members with minimal supervision
Experience in the following are assets:
• Experience with global or large solution integrators
• Release management and/or Agile scrum master experience
• Experience with SaaS/Cloud architectures
• NetSuite and/or Oracle Cloud experience
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Detailed Description and Job Requirements
An experienced consulting professional who has a broad understanding of solutions, industry best practices, multiple business processes or technology designs within a product/technology family. Operates independently to provide quality work products to an engagement. Performs varied and complex duties and tasks that need independent judgment, in order to implement Oracle products and technology to meet customer needs. Applies Oracle methodology, company procedures, and leading practices.
Operates independently to provide quality work products to an engagement. Performs varied and complex duties and tasks that need independent judgment, in order to implement Oracle products and technology to meet customer needs. Applies Oracle methodology, company procedures, and leading practices. Demonstrates expertise to deliver functional and technical solutions on moderately complex customer engagements. May lead the solution design and implementation aspects of engagement(s) ensuring high quality, integrated software solutions within constraints of time and budget. May act as the team lead on projects, providing coaching, guidance and feedback to develop skills of team members. Effectively consults with management of customer organizations. Participates in business development activities. Develops and leads detailed solutions for moderately complex projects.
6-8 years of experience relevant to this position including 3-4 years consulting 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. Ability to travel as needed.
Travel: Yes, 25 % of the Time
Other Locations: Canada
Job Type: Regular Employee Hire
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