Sr Customer Success Manager - NetSuite Platform Services
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The Platform Technology Services Team 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 Team 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 Team 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 CSM.
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 Team 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
• Modest to moderate travel required, as appropriate.
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Detailed Description and Job Requirements
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.
Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.
Location: United States
Other Locations: Canada
Job Type: Regular Employee Hire
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