Job Information
Oracle NetSuite Subscription Success Services, Customer Success, Escalation / Client Management - Senior Client Manager in Helena, Montana
Job Description
Preferred Qualifications:
Extensive experience (10+ years) in SaaS/Cloud ERP, CRM, SFA, or OmniChannel Commerce domains, with a deep understanding of business processes and user experiences.
Proficiency in the Oracle + NetSuite platform is highly desirable, including implementation or end-user experience, along with a solid grasp of its core functionality, analytics, and support architecture. Experience with competitive platforms will also be considered.
Proven track record in process improvement, risk assessment, data analysis, and project management, with the ability to drive operational excellence.
Operational background as a business process lead or industry-specific experience in Manufacturing, Wholesale Distribution, Software, Services, Retail, or Channels & Alliances is preferred.
Exceptional communication skills, with the ability to engage C-level executives and convey complex ideas in a simple manner.
Strong networking and relationship-building skills within large organizations, fostering collaboration and alignment.
Consulting background is highly advantageous, demonstrating client-facing expertise and problem-solving abilities.
Demonstrated conflict management skills, ensuring successful outcomes while maintaining positive relationships.
Knowledge of Oracle + NetSuite's revenue model and sales strategies is a plus.
Ability to work under pressure, demonstrating resilience and a client-first attitude while considering the company's interests.
Educational background in Accounting, Finance, or related fields. An advanced degree, such as an MBA, is an asset.
Career Level - IC4
Responsibilities
Responsibilities:
Risk Management: Identify and proactively monitor risks throughout the client lifecycle, offering strategic guidance to internal and external stakeholders to mitigate potential issues.
Continuous Improvement: Lead initiatives to enhance our client engagement processes, leveraging your understanding of business process requirements and the Oracle + NetSuite platform to drive positive change.
Solution Validation: Collaborate with internal teams to ensure customer requirements are aligned with the capabilities of the NetSuite platform, providing technical expertise and insights.
Point of Contact: Serve as the primary liaison for strategic engagements, coordinating efforts between internal teams, customers, and partners to facilitate effective communication and swift resolutions.
Executive Reporting: Prepare and present customer status updates and remediation plans to NetSuite executives, demonstrating your ability to effectively communicate to executives.
Customer Journey Analysis: Take a proactive approach to understanding the customer journey, identifying areas for improvement within our products and services to reduce churn and increase customer satisfaction and retention.
Escalation Management: Demonstrate exceptional problem-solving skills by successfully navigating complex escalations, ensuring timely and effective resolutions.
Cross-Functional Collaboration: Build and maintain strong relationships within the Oracle + NetSuite organization to gather real-time feedback, align strategies, and drive successful outcomes.
Solution Adoption: Work closely with clients to maximize their adoption of Oracle + NetSuite solutions, ensuring alignment with their business goals and objectives.
Customer-Centric Focus: Prioritize the client experience, across the customer lifecycle, by optimizing time-to-value, adoption rates, and overall satisfaction.
Customer Insights: Gather valuable insights through direct customer interactions and internal feedback, identifying areas for improvement and growth.
Solution Expansion: Identify and pursue opportunities to expand our solutions within client organizations, fostering long-term partnerships.
Customer Success Advocate: Ensure clients realize the full value of their investment, becoming a trusted advisor and contributing to our Customer Success Methodology.
Team Leadership: Embrace opportunities to mentor and lead team members, driving continuous improvement and knowledge sharing.
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: $88,100 to $192,600 per annum.
US: Hiring Range in USD from: $97,500 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:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
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.
11 paid holidays
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.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
This job requires proficiency in the English language. Oracle is a global company with operations in dozens of countries around the world and our teams, including the team this position is part of, are comprised of individuals located in various jurisdictions. As is required of employees in all jobs at Oracle in North America, candidates for this position are required to understand, and communicate, in English so that in the course of performing their work, they can interact with teammates in other locations who are not fluent in the French language.
For applicants located in the Province of Quebec, a basic proficiency of the French language is required.
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Disclaimer:
Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
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