Consulting Practice Director

Preferred Qualifications 

 

NetSuite Customer Success is seeking a Practice Director for our Advanced Customer Support (ACS) Horizontal Services (EPM) team. This role is for our NetSuite Enterprise Performance Management (EPM) modules.  ACS provides services to our install-based customers as to maximize the value of their Oracle NetSuite solution on a continuous basis. Oracle NetSuite has created a single offering to meet all support and ongoing sustainment and optimization needs across all products and all markets.  

 

The Practice Director has the primary responsibility to lead and build a world class ACS delivery team servicing North America customer. This involves driving customer success and retention leading to top line growth, customer retention, organic customer growth, program referencing and profitability generation.

 

This Practice Director position for North America is responsible for managing business operations and resources of a given practice that can be defined by industry, service line, technology center, specialty area or region. Responsible for managing the three main pillars of a practice: people management (local and abroad), portfolio/delivery management and sales enablement. Develops strategy and plans to successfully implement operational policies and achieve business objectives. Typically manages multiple first line managers and/or senior level individual contributors. Resolves staffing issue in complex engagements. May serve as advisor or project sponsor role for moderately complex engagements.

 

Reports to the Senior Practice Director, Advanced Customer Support

 

This director position is responsible for managing business operations and resources of a given practice that can be defined by industry, service line, technology center, specialty area or region. Responsible for managing the three main pillars of a practice: people management, portfolio/delivery management and sales enablement. Has profit and loss responsibility or financial/expense management of practice.

 

Career Level - M4

 

Candidates will have the experience described below:

• 10+ years of experience relevant to this position including 5 years consulting experience.

 

• Strong understanding of EPM principles and practices.
• Experience with EPM software (e.g., Oracle EPBCS, PCMCS, ARCS).
• Knowledge of financial planning and analysis (FP&A) processes.

• Direct line management knowledge including project, people, customer, financial management preferred.

• Strong delivery experience of managed services or consulting ideally of Cloud based Enterprise Resource Planning (ERP) application solutions.

• NetSuite or Oracle platform experience strongly preferred though competitive offerings will be considered.

• Proven executive level customer engagement skills.

• Specific experience consulting to and/or working within emerging market to medium scale organizations.

• A dynamic thought leader who has managed medium to large teams while generating significant annual revenue.

• Strong Delivery Management skills, including experience developing continuous improvement structures and culture in organizations.

• Comfortable working closely with the services (AMOSS) sales team and helping to close deals.

• Demonstrated success in driving a very high level of customer standards with impeccable attention to detail and services KPI’s.

• A track record of enabling and developing the skills and careers of direct reports.

• People management experience: 10+ years. Proven ability to hire and grow high performers.

 

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 
• 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 meeting(s) with direct reports and matrix-assigned reports 
• 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
• Support, enable and mentor our global GDC Matrix Management
• Work with sales teams and assist in securing new ACS sales and renewal of ACS subscriptions