at Oracle in Springfield, Illinois, United States
Job Description
Job Description
Do you want to advance your career with the world’s first cloud company? Since 1998, Oracle NetSuite has been on a mission to deliver an agile, unified application suite that gives leaders a complete view into their business. Our team is growing, and we’re looking for people like you to help us make a global impact.
As the leading cloud business system, NetSuite includes financials, inventory management, HR, professional services automation, commerce, and more. Tens of thousands of customers all over the world trust NetSuite to give their businesses the visibility, agility, and control needed to make data-informed decisions quickly.
NetSuite is a place where you can build your career and have fun while doing so! We’re invested in our people, our customers, and the community. As part of Oracle, our benefits are second to none. Joining our passionate team means that you’re ready to take your career to the next level. With priceless learning opportunities, strong support, incredible innovation, and volunteer opportunities, NetSuite is committed to creating a workplace where everyone feels empowered and set up for success.
The Consulting Practice Manager – NetSuite Advanced Customer Support (ACS) position will lead a team of resources responsible for delivering ACS services in the Services & Amp business verticals. They will be responsible for team resource planning, working with other ACS Managers to ensure that services are assigned to the appropriate delivery teams for quality delivery. Key Leadership skills are required as this will be a team consisting of consultants with a range of experience, from one year to over twenty.
The ACS Practice Manager will be responsible for guiding and mentoring consultants in the delivery of ACS services using the existing ACS methodologies. They will be responsible for attaining a high level of customer satisfaction and quarterly utilization targets in the form of delivered ACS monthly subscription and extended hours. This role will manage a portfolio of premium ACS customers and ensure that quality standards for delivery are exceeded. They will be the first point of escalation for the customers within their portfolio.
Reports to an ACS High Tech Industry Lead (Practice Director).
An entry-level management position responsible for providing quality work products on customer engagements while managing a small team of consultants. Has a broad understanding of solutions, industry standard methodologies, multiple business processes or technology designs within a product/technology family.
Career Level – M2
Responsibilities
Detailed Responsibilities include:
Leadership
- Lead a growing portfolio of ACS customers and manage delivery of subscription consulting services
- Drive team and individual performance to achieve Target and Stretch Goals against a Balanced Performance Scorecard
- Hire, develop and manage a team of new and experienced resources to fulfill ACS objectives
- Provide coaching, mentorship to new employees and assist in career growth and development
- Build team’s expertise and confidence in ACS delivery work, assess performance, and provide prompt and assertive feedback
- Conduct regular 1:1 meetings with direct reports and matrix-assigned reports
- Handle day-to-day administrative tasks including time approvals, vacation, expense reports, etc.
- Create and execute new programs, processes, and ACS initiatives
- Prepare and communicate quarterly check-ins and annual performance reviews for direct reports
- Work alongside Senior Leadership in building out the ACS Delivery Practice in North America
- Work with sales teams and assist in securing new ACS sales and renewal of ACS subscriptions
Delivery of ACS Services
- Responsible for adhering to highest quality standards and performance metrics for ACS delivery
- Increase the value of the NetSuite application for Customers
- Follow and promote ACS methodologies for delivery of services
- Responsible for a portfolio of customers subscribed to ACS Services to ensure quality and responsiveness for ACS Reviews and Case Work using a team of global resources
- Coordinate the intake of new ACS customers via the SuiteReview methodology
- Work with other NetSuite Sales, Support, Delivery, and Product organizations to ensure effective overall customer experiences
- Achieve team Utilization and Renewal targets for ACS Services
o Become trusted adviser to the Customer through initial ACS intake process and throughout their ACS engagement
Ensure High Customer Satisfaction and Referenceability
- Display and mentor strong customer relationship skills needed in delivery of a subscription service
- Team with ACS Directors, Account Management and Client Management teams to promote user adoption and effective use of NetSuite
- Monitor and follow up on customer satisfaction feedback as it relates to surveys or escalations
Preferred Qualifications/Skills include:
- 8+ years of experience in ERP consulting, preferably in High Tech Services, AMP, or Software processes and applications.
- Proven solution leadership and staff management experience.
- Experience implementing ERP Financials packaged application solutions
- Demonstrated experience in translating customer business requirements into workable software solutions
- Exceptional verbal and written communication skills
- Strong experience in Change Management and Business Process Mapping
- Excellent client management skills and the ability to work with customers to achieve their business goals
- Escalation management experience
- Global Delivery experience (working with employees and customers outside North America)
- Cloud/SaaS application solution experience
At Oracle, we don’t just value differences-we celebrate them. We’re committed to creating a workplace where all kinds of people work together. We believe innovation starts with diversity and inclusion. https://www.oracle.com/corporate/careers/culture/diversity.html
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. Effectively consults with management of customer organizations. Participates in business development activities. Ensure that operational policies are followed and that business objectives are achieved by focusing on best practices and process improvements. Responsible for operational metrics and overall business results for area of responsibility. Provides coaching, guidance and feedback to develop skills of team members. Typically manages individual contributors. Demonstrates multiple business process expertise within one product family or technology solutions architect and design expertise for one technology product and understand cross stack impacts.
Disclaimer:
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the stated locations only
Canada: Hiring Range from $76,700 to $167,000 CAD per annum
US: Hiring Range: from $82,300 to $199,500 per annum. May be eligible for bonus and equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differ
