NetSuite Subscription Success Services, Customer Success, Escalation / Client Management - Senior Client Manager

Preferred Qualifications:

• Extensive experience (10+ years) in SaaS/Cloud ERP, CRM, SFA, or OmniChannel Commerce domains, with a deep understanding of business processes and user experiences.
• Proficiency in the Oracle + NetSuite platform is highly desirable, including implementation or end-user experience, along with a solid grasp of its core functionality, analytics, and support architecture. Experience with competitive platforms will also be considered.
• Proven track record in process improvement, risk assessment, data analysis, and project management, with the ability to drive operational excellence.
• Operational background as a business process lead or industry-specific experience in Manufacturing, Wholesale Distribution, Software, Services, Retail, or Channels & Alliances is preferred.
• Exceptional communication skills, with the ability to engage C-level executives and convey complex ideas in a simple manner.
• Strong networking and relationship-building skills within large organizations, fostering collaboration and alignment.
• Consulting background is highly advantageous, demonstrating client-facing expertise and problem-solving abilities.
• Demonstrated conflict management skills, ensuring successful outcomes while maintaining positive relationships.
• Knowledge of Oracle + NetSuite's revenue model and sales strategies is a plus.
• Ability to work under pressure, demonstrating resilience and a client-first attitude while considering the company's interests.
• Educational background in Accounting, Finance, or related fields. An advanced degree, such as an MBA, is an asset.

Career Level - IC4

Responsibilities:

• Risk Management: Identify and proactively monitor risks throughout the client lifecycle, offering strategic guidance to internal and external stakeholders to mitigate potential issues.
• Continuous Improvement: Lead initiatives to enhance our client engagement processes, leveraging your understanding of business process requirements and the Oracle + NetSuite platform to drive positive change.
• Solution Validation: Collaborate with internal teams to ensure customer requirements are aligned with the capabilities of the NetSuite platform, providing technical expertise and insights.
• Point of Contact: Serve as the primary liaison for strategic engagements, coordinating efforts between internal teams, customers, and partners to facilitate effective communication and swift resolutions.
• Executive Reporting: Prepare and present customer status updates and remediation plans to NetSuite executives, demonstrating your ability to effectively communicate to executives.
• Customer Journey Analysis: Take a proactive approach to understanding the customer journey, identifying areas for improvement within our products and services to reduce churn and increase customer satisfaction and retention.
• Escalation Management: Demonstrate exceptional problem-solving skills by successfully navigating complex escalations, ensuring timely and effective resolutions.
• Cross-Functional Collaboration: Build and maintain strong relationships within the Oracle + NetSuite organization to gather real-time feedback, align strategies, and drive successful outcomes.
• Solution Adoption: Work closely with clients to maximize their adoption of Oracle + NetSuite solutions, ensuring alignment with their business goals and objectives.
• Customer-Centric Focus: Prioritize the client experience, across the customer lifecycle, by optimizing time-to-value, adoption rates, and overall satisfaction.
• Customer Insights: Gather valuable insights through direct customer interactions and internal feedback, identifying areas for improvement and growth.
• Solution Expansion: Identify and pursue opportunities to expand our solutions within client organizations, fostering long-term partnerships.
• Customer Success Advocate: Ensure clients realize the full value of their investment, becoming a trusted advisor and contributing to our Customer Success Methodology.
• Team Leadership: Embrace opportunities to mentor and lead team members, driving continuous improvement and knowledge sharing.

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

CA: Hiring Range in CAD from: $88,100 to $192,600 per annum.
US: H