Senior Client Manager

at Oracle in Springfield, Illinois, United States

Job Description

Job Description

The Client Manager for our Customer Health team will be responsible for identifying, evaluating, and addressing upstream risks for at-risk accounts. You will interpret difficult and nuanced situations while working with decisionmakers to foster mutual accountability and agree on a joint plan for success. You will promote Customer Success with at-risk accounts and oversee remediation. This role requires consultative acumen, executive communication skills and strong project management skills.

Career Level – IC4

Responsibilities

Responsibilities include:

+ Identify risks within select accounts [RR1] and provide engagement oversight of Oracle-NetSuite’s Professional Services, Advanced Customer Support, and Customer Success Management teams.

+ Report to Oracle-NetSuite leaders on Customer status and remediation investment outcomes. Serve as the primary point of contact for internal teams, Customers and Partners.

+ Contribute to continuous improvement initiatives to reduce churn, enhance ARR and enable Customer Success across the organization.

+ Partner with internal NetSuite teams to validate that desired Customer outcomes justify remediation investment.

+ Proactively network and build relationships with internal and external stakeholders to influence positive Customer outcomes.

+ Place the client first in everything with a focus on solving business problems through platform adoption and providing feedback on internal process gaps.

+ Manage issues and escalations to successful resolution.

Preferred Qualifications include:

+ Demonstrated executive-level communication skills (process-first mindset, financial acumen, negotiation & diplomacy)

+ Previous operational experience as a business process lead, or vertical-specific experience, including process improvement, decision making, risk assessment, data analysis and project management.

+ Ability to manage conflicts, holding all parties accountable to deliver successful outcomes. Ability to exhibit grace under pressure, execution drive and readiness to advocate for the Client while balancing the needs of the company.

+ Strong understanding of SaaS/Cloud ERP, CRM, SFA, and/or OmniChannel Commerce business processes and user experience. Order to Cash, Procure to Pay, Record to Report, etc.

+ Proficiency on the Oracle + NetSuite platform strongly preferred, including hands-on experience and/or implementation consulting. Fundamental understanding of Oracle + NetSuite’s core f