NetSuite Senior Client Manager - WD/MFG, Accounting/Financials

As a Senior Client Manager, you will join a collaborative team of seasoned practitioners and Subject Matter Experts, managing critical Customer escalations focused on Accounting, Core Financials and Enterprise Performance Management. You will take ownership of complex Customer issues, develop resolution plans, and drive them to successful completion while ensuring a high-quality Customer Experience. You will also build trusted relationships across the org - Sales, Customer Success, Product Management.  In addition, you will capture trends and themes across the Customer Journey and provide continuous improvement feedback in Go-To Market, Product Strategy and related forums.  

 

Responsibilities include:
*  Lead continuous improvement initiatives and address escalations across internal and Partner teams using solid understanding of Customer business process requirements and Oracle + NetSuite platform functionality. 

*  Work proactively to analyze the Customer Journey at Oracle + NetSuite and identify opportunities for continuous improvement in Oracle + NetSuite products and services to reduce churn, enhance ARR and enable Customer Success.

* Applied Industry-specific knowledge and expertise in Manufacturing, Wholesale/Distribution, Software or Services with a preference for individuals who also possess experience in core Financials and Accounting ERP processes.

*  Manage and resolve complex Customer escalations via fundamental proficiency with NetSuite platform functionality.  

* Develop and leverage trusted relationships with internal teams (Account Management, Support, QA, Engineering, Professional Services, Partner Mgmt, Advanced Customer Support, senior leadership) and across the Oracle + NetSuite ecosystem to ensure successful outcomes and provide real-time feedback to product and operations teams. 

*  Drive maximum adoption of Oracle + NetSuite solutions in conjunction with Client and Partner needs

*  Place the client first in everything with focus on first year of experience with Oracle + NetSuite: Time-to-value, initial adoption & satisfaction, business results and Customer Satisfaction

*  Develop customer experience insights through direct customer interaction and NetSuite-internal feedback from other departments

*  Identify solution expansion opportunities via high value relationships with Clients, Partners and internal teams

*  Ensure Partners and Clients realize the value of their investment with Oracle + NetSuite to ensure they remain a long-term customer.

*  Provide input into the Customer Success Methodology and direction.

*  Embrace leadership roles toward improvement of the team.  

 

Preferred Qualifications include:

*  Strong understanding of SaaS/Cloud ERP business processes and user experience.

*  Proficiency on the Oracle + NetSuite platform including implementation consulting, Customer-employed and/or Partner-employed experience.  

*  Fundamental understanding of Oracle + NetSuite’s core functionality, Analytics and Support architecture.  

*  Vertical-specific experience in Manufacturing, W/D, Services and/or Software

* Strong preference for prior Executive or Sr Leadership experience (C-Level, VP, Director...)

*  Demonstrated executive-level communication skills (process-first mindset, strategy articulation, P&L acumen, negotiation & diplomacy)

*  ERP Consulting experience strongly preferred

*  Familiarity with Oracle + NetSuite’s Direct, AMO and/or Revenue model & selling motion a plus.

*  Ability to exhibit grace under pressure, execution drive and readiness to advocate for the Client while balancing the needs of Oracle + NetSuite.

* Bachelor level degree in Accounting, Finance or comparable area strongly preferred.  MBA or other relevant graduate degree a plus.

* English language read/write/speak proficiency.

 

 

Exercises judgment and business acumen in selecting methods and techniques to design non-routine and complex business solutions utilizing Oracle products and technology to meet customer needs. Influences customer leadership in acceptance of Oracle solutions and services to facilitate the closing of consulting deals. Contributes to statements of work, work breakdown structures and/or level of effort a