Client Manager – Customer Health

We are seeking candidates for the position of Client Manager – Customer Health.

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 include:
* Identify risks within select accounts and provide engagement oversight of Oracle-NetSuite's 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 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 functionality, Analytics and Support architecture. 

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

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

US: Hiring Range: from $86,200 to $199,500 per annum. May be eligible for bonus and equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase P