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NetSuite Practice Manager - Advanced Customer Success (ACS)

Oracle, City of Westminster

NetSuite Practice Manager - Advanced Customer Success (ACS)

Salary Not Specified

Oracle, City of Westminster

  • Full time
  • Permanent
  • Remote working

Posted today, 19 Oct | Get your application in now to be one of the first to apply.

Closing date: Closing date not specified

job Ref: 340663e23f6a49db9d611a94088e70a8

Full Job Description

  • Lead a growing portfolio of ACS customers and manage delivery of subscription consulting services
  • Drive team and individual performance to achieve Target and Stretch Goals against a Balanced Performance Scorecard
  • Hire, develop and manage and team of new and experienced resources
  • Provide coaching and mentorship to new employees and support in career growth and development
  • Build your team's expertise and confidence in ACS delivery work, assess performance, and give prompt and assertive feedback
  • Conduct regular 1:1 meetings with direct reports and matrix-assigned reports
  • Handle day-to-day administrative tasks including time approvals, holiday and expense management and reporting
  • Create and execute new programs, processes, and ACS initiatives
  • Prepare and communicate quarterly check ins and annual performance reviews for direct reports
  • Work alongside the sales teams and assist in driving new ACS sales and renewals
    • Delivery of ACS Services:
  • Responsible for adhering to the highest quality standards and performance metrics for ACS Delivery
  • Increase the value of the NetSuite application for customers
  • Follow and promote ACS methodologies for delivery services
  • Responsible for a portfolio of customers subscribed to ACS services to ensure quality and responsiveness for ACS reviews and case work using a team of global resources
  • Coordinate the intake of the new ACS customers via the SuiteReview methodology
  • Work with Sales, Support, Delivery and Product organisations to ensure effective overall customers experiences
  • Achieve team utilisation and renewal targets for ACS
    • Ensure High Customer Satisfaction:
  • Become a trusted advisor to the customer through the initial intake process and throughout their ACS engagement
  • Display and mentor strong customer relationship skills
  • Team with ACS Directors, Account Management and Client Management teams to promote user adoption and effective use of NetSuite
  • Monitor and follow up on customer satisfaction feedback as it relates to surveys or escalations

    8+ years of experience in ERP consulting or delivery
  • Proven leadership or staff management experience
  • Exceptional verbal and written communication
  • Excellent client management skills and the ability to work with customers to achieve their business goal

    An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.
    • In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation. At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles to perform crucial job functions. That's why we're committed to creating a workforce where all individuals can do their best work. It's when everyone's voice is heard and valued that we're inspired to go beyond what's been done before. https://www.oracle.com/corporate/careers/diversity-inclusion/ As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. True innovation starts with diverse perspectives and various abilities and backgrounds. When everyone's voice is heard, we're inspired to go beyond what's been done before. It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.

  • We offer competitive salaries and exciting benefits - along with flexible and remote working to suit your lifestyle.
  • Get access to development opportunities that can advance your career, an Employee Assistance Program to support your mental health, and core benefits such as medical, life insurance, and access to retirement planning.
  • Be yourself in an inclusive culture where employee resource groups champion our diverse communities., Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.