Job Description

The Consulting Practice Manager – NetSuite Advanced Customer Support (ACS) position will lead a team of resources responsible for delivering ACS services in the Manufacturing business vertical. They will be responsible for team resource planning, working with other ACS Managers to ensure that services are assigned to the appropriate delivery teams for quality delivery. Key Leadership skills are required as this will be a team consisting of consultants with a range of experience, from one year to over twenty.

The ACS Practice Manager will be responsible for guiding and mentoring consultants in the delivery of ACS services using the existing ACS methodologies. They will be responsible for attaining a high level of customer satisfaction and quarterly utilization targets in the form of delivered ACS monthly subscription and extended hours. This role will manage a portfolio of premium ACS customers and ensure that quality standards for delivery are exceeded. They will be the first point of escalation for the customers within their portfolio.

Preferred Qualifications/Skills include:

• 8+ years of experience in ERP consulting, preferably in Supply Chain processes and applications.

• Proven solution leadership and staff management experience.

• Experience implementing ERP Financials packaged application solutions

• Demonstrated experience in translating customer business requirements into workable software solutions

• Exceptional verbal and written communication skills

• Strong experience in Change Management and Business Process Mapping

• Excellent client management skills and the ability to work with customers to achieve their business goals

• Escalation management experience

• Global Delivery experience (working with employees and customers outside North America)

• Cloud/SaaS application solution experience

Career Level - M2

Responsibilities

Detailed Responsibilities include:

Leadership

• 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 a team of new and experienced resources to fulfill ACS 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 assertive feedback

• Conduct regular 1:1 meetings with direct reports and matrix-assigned reports

• Handle day-to-day administrative tasks including time approvals, vacation, expense reports, etc.

• Create and execute new programs, processes, and ACS initiatives

• Prepare and communicate quarterly check-ins and annual performance reviews for direct reports

• Work alongside Senior Leadership in building out the ACS Delivery Practice in North America

• Work with sales teams and assist in securing new ACS sales and renewal of ACS subscriptions

Delivery of ACS Services

• Responsible for adhering to 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 of 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 new ACS customers via the SuiteReview methodology

• Work with other NetSuite Sales, Support, Delivery, and Product organizations to ensure effective overall customer experiences

• Achieve team Utilization and Renewal targets for ACS Services

• Become trusted adviser to the Customer through initial ACS intake process and throughout their ACS engagement

Ensure High Customer Satisfaction and Referenceability

• Display and mentor strong customer relationship skills needed in delivery of a subscription service

• 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

About Us

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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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