Senior Practice Manager - Advanced Customer Support - NetSuite Services ACS Architect

Senior Practice Manager - Advanced Customer Support - NetSuite Services ACS Architect

Summary:

Do you want to advance your career with the world’s first cloud company? Since 1998, Oracle NetSuite has been on a mission to deliver an agile, unified application suite that gives leaders a complete view into their business. Our team is growing, and we’re looking for people like you to help us make a global impact.

As the leading cloud business system, NetSuite includes financials, inventory management, HR, professional services automation, commerce, and more. Tens of thousands of customers all over the world trust NetSuite to give their businesses the visibility, agility, and control needed to make data-informed decisions quickly.  

NetSuite is a place where you can build your career and have fun while doing so! We’re invested in our people, our customers, and the community. As part of Oracle, our benefits are second to none. Joining our passionate team means that you’re ready to take your career to the next level. With priceless learning opportunities, strong support, incredible innovation, and volunteer opportunities, NetSuite is committed to creating a workplace where everyone feels empowered and set up for success.

 

The Consulting Practice Manager – NetSuite Advanced Customer Support (ACS) position will lead a team responsible for delivering ACS services in our Product industry. They will be responsible for all facets of a team of consultants – hiring, enabling, resource planning, and upskilling. They will work with other Managers in the Architect practice to ensure that service delivery is completed in a consistent manner across the Architect organization and contribute to the evolution of our methodology. 

The ACS Practice Manager will be responsible for guiding and mentoring consultants in the delivery of ACS services using the existing Architect methodologies.  They will be responsible for attaining a high level of customer satisfaction and meeting established organization KPI’s. 

This role will manage a portfolio of enterprise accounts that will be staffed with direct reports and staff from other teams. They will be the first point of escalation for the customers within their portfolio and work with ACS Architect leadership to keep them appraised of critical issues and where needed to engage them with customer C-levels.

Reports to the ACS Architect Product Industry Lead (Senior Director).

 

 

This manager-level position is responsible for a segment within a given practice focused on a specific 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 - M3

Responsibilities

Leadership:

• Hire, develop, enable and manage a team of new and experienced resources to fulfill ACS objectives
• Lead a growing portfolio of ACS Customers and manage delivery of subscription consulting services across North American and LATAM
• Drive team and individual performance to achieve established KPIs and organization 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 appropriate feedback
• Work with other ACS Managers in a peer-based collaborative manner to elevate the organization, leading and driving innovation and change. 
• Handle day-to-day administrative tasks including time approvals, vacation, expense reports, etc.  

 

  Delivery of ACS Services:

• Responsible for leading a portfolio of enterprise customers and ensuring delivery of services are consistent with the Architect Methodology
• Work with direct reports and staff from other teams to ensure we are delivery high value, drive customer retention and growth
• Work with other NetSuite Sales, Support, Delivery, and Product organizations to ensure effective overall customer experiences
• Meet established KPIs such as utilization goals, subscription renewal rates and Net Dollar Retention of our customers
• Become trusted adviser to the Customer, your peers, and staff you manage or work alongside of.

 

 Preferred Qualifications/Skills include:  

• 8+ years of experience in ERP consulting, preferably in one or more of the following: Retail, Manufacturing, Supply Chain processes, ecommerce, POS or similar applications
• Proven solution leadership and staff management experience
• Experience leading and managing d