Client Manager - NetSuite Services

What We're Looking For:

As a Client Manager, you will be part of a highly skilled team of business process and industry experts, managing critical Customer escalations and relationships. You will take ownership of complex Customer issues, develop resolution plans, and drive them to successful completion while ensuring a high-quality Customer experience. The ideal candidate has a strong background in process improvement, accounting, and consulting on enterprise ERP best practices, along with excellent problem-solving and executive communication skills to achieve trusted advisor status.

Successful candidates are self-directed, consultative professionals with a passion for solving complex challenges. The candidate also has relevant proficiency with ERP applications and core Business Processes, Oracle NetSuite platform experience preferred. This includes Implementation, Customer Success Manager, and/or end-user experience.

Career Level - IC3

What You’ll Do:

• Manage complex escalations partnering with Account Management and other Customer-facing teams to understand the Customer journey and context of the escalation, identify a resolution plan, and project manage to completion.
• Develop and leverage strong relationships within Oracle NetSuite to accelerate issue resolution, collaborating effectively across internal teams (Support, QA, Engineering, Professional Services, Account Management, Channels, Advanced Customer Support, senior leadership) and external NetSuite partners.
• Act as a trusted advisor to Customers, gathering insights through direct interactions and internal feedback to enhance Customer experience and satisfaction.
• Identify solution expansion opportunities through high value Customer relationships and collaborating with internal teams to uncover additional service needs.
• Work with a supportive, collaborative team that values knowledge-sharing and innovation.
• Influence best practices and continuous improvement, taking ownership of initiatives that drive operational excellence and enhance overall Customer success.

Preferred Qualifications & Skills:

• Strong NetSuite ERP experience - competing ERP offerings may be considered.
• 2+ years external consulting role experience with sustained C-suite interactions.
• Ability to synthesize information into a coherent story, strategic vision, and risk mitigation plan.
• Knowledge and experience with SuiteProjects, Advanced Revenue Management, SuiteBilling and other advanced accounting processes.
• Solid understanding of Cloud ERP, Professional Services Automation, and/or Omni Channel Commerce business processes and user experience.
• Proficiency with ERP applications and core Business Processes required, with Oracle NetSuite platform experience preferred. This includes Implementation, Customer Success Manager, and/or end user experience.
• Industry experience in Software, Financials/Banking, and/or Services is desirable.
• Strong problem-solving, consultative, and project management skills with a proven ability to navigate complex Customer situations.
• Must exhibit grace under pressure, execution drive and readiness to advocate for the Customer while balancing the needs of the company.
• Demonstrated executive-level communication skills (process-first mindset, negotiation, diplomacy, P&L acumen, the ability to explain complex concepts in a clear, strategic manner)
• Work is a varied blend of proactive and reactive responsibilities requiring independent judgment, self-drive and bias toward action.
• Bachelor’s degree in Accounting, Finance, or a related field strongly preferred.
• Project management experience is an asset, as is basic knowledge of Cloud architectures, analytics, and database technology.

If you’re a highly motivated, solutions-driven professional with a passion for Customer success and business process improvement, we’d love to hear from you!

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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: $76,700 to $167,600 per annum.
US: Hiring Range in USD from: $79,100 to $158,200 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