Customer Success Manager, NetSuite Managed Services

Caravel BPM Technology Solutions – where caring and community is in our company DNA, we are always striving to be our best selves and we’re compelled to ask the questions that lead to innovation. We are currently seeking a dynamic and customer-focused Customer Success Manager for our NetSuite Managed Services Practice. In this role, you will be responsible for driving customer success and growth by delivering value through post-implementation optimization and business process enhancements. You will work in close collaboration with clients to identify opportunities for optimization, resolve areas of risk or pain points, and ultimately, drive revenue growth for our subscription-based engagements.Working with Caravel BPM means using your experiences, broadening your skills, and reaching your full potential in work and life—while also making a positive difference for your clients, colleagues, and communities.  Our shared entrepreneurial spirit drives us to see and do things differently.  Our passion for people makes BPM a place where everyone feels welcome, valued, and part of something bigger.  Because People Matter. What you get:  Total rewards package: from flexible work arrangements to personalized benefit structures and financial compensation options that give you choice and flexibility. Well-being resources: interactive wellness platform and incentives, an employee assistance program and mental health resources, and Colleague Resource Groups (CRGs) that… Balance & flexibility: 14 Firm Holidays including 2 floating, Flex PTO, paid family leave, winter break, summer hours, and remote work options, so you can balance challenging yourself with taking care of yourself. Professional development opportunities:A learning culture with CPA exam resources and bonuses, tuition reimbursement, a coach program, and live classes, workshops, and seminars through BPM University. Who is successful at BPM:  Caring people who put others first Self-starters who embody the BPM entrepreneurial spirit Authentic individuals with a diverse point of view Lifelong learners with a drive to excel Resilient people who rise to the occasion 

Responsibilities:

• Conduct full-cycle NetSuite Assessments and lead optimization/review projects, effectively translating complex business requirements into NetSuite technical designs and solutions, remotely or in-person, as per client needs.
• Manage the solution delivery across all project phases including discovery, design, build, testing, training, and deployment.
• Lead project management activities, such as project planning / case management, creating work breakdown structures, and managing change control.
• Conduct fit/gap analyses to support system design and execution based on business requirements.
• Develop process flow and integration diagrams to aid in customer requirements gathering and business process discovery.
• Collaborate with the in-house development team to implement custom solutions, ensuring optimal client satisfaction.
• Assist in coordination of staffing and assignments between functional and technical resources as needed
• Act as a trusted advocate for clients, proactively identifying and addressing engagement challenges.
• Contribute to internal company initiatives, including mentoring resources and honing effective people management skills.
• Maintain and monitor Client Budget and proactively communicate with customer.
• Manage open cases and engagements regarding timelines, budget, prioritization and scope.
• Exhibit willingness to develop and expand NetSuite product skills across all areas required by customer engagements.

Requirements:

• Prior experience in a similar role or NetSuite environment.
• Strong project management and/or Customer Success skills, including experience with leading large initiatives.
• Excellent communication and interpersonal skills.
• Ability to analyze complex business processes and translate them into effective solutions.
• Proactive attitude and customer advocacy mindset.
• Willingness to learn and continuously develop NetSuite product skills.
• NetSuite implementation experience or managed services experience is required
• NetSuite Certifications strongly preferred
• The ideal candidate is a motivated problem solver with a passion for ensuring customer success. If you thrive in a fast-paced, challenging, and customer-centric environment, we'd love to hear from you.

$105,000-$150,000 per year - The salary range provided is intended for candidates in the San Francisco Bay Area who meet the minimum requirements of the position.  Candidates who do not reside in the San Francisco Bay Area, do not meet the minimum requirements, or exceed the requirements are encouraged to apply and a recruiter will provide you with a range specific to your location