Sr Client Manager - Customer Health

• 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.
• Proficiency on the Oracle + NetSuite platform strongly preferred, including hands-on experience and/or implementation consulting. Fundamental understanding of Oracle + NetSuite’s core functionality, Analytics and Support architecture.  NOTE - competitive platform solution experience will be considered.
• Bachelor level degree in Accounting, Finance or comparable strongly preferred.  MBA or other relevant graduate degree a plus.

Career Level - IC4

• Identify risks within nominated accounts and provide engagement oversight of Professional Services, Advanced Customer Support, and Customer Success Management teams.
• Report to 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 customer outcomes.
• Place the client first in everything with focus on solving business problems through platform adoption and providing feedback on internal process gaps.
• Manage issues and escalations to successful resolution. 

8-10 years of relevant experience including 4 years of consulting experience. Prior team lead or manager experience. Undergraduate degree or equivalent experience. Broad product, technology or industry expertise. Ability to craft and articulate strategic solutions. In-depth knowledge of implementation methodologies and best practices. Knowledge of competitive & partner products, technology and solutions. Ability to travel as needed.

This job requires proficiency in the English language. Oracle is a global company with operations in dozens of countries around the world and our teams, including the team this position is part of, are comprised of individuals located in various jurisdictions. As is required of employees in all jobs at Oracle in North America, candidates for this position are required to understand, and communicate, in English so that in the course of performing their work, they can interact with teammates in other locations who are not fluent in the French language.

For applicants located in the Province of Quebec, a basic proficiency of the French language is required.

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