Job Information
Oracle Consulting Practice Manager in Boston, Massachusetts
Job Description
Do you want to advance your career with the world’s first cloud company? Since 1998, Oracle NetSuite has been on a mission to deliver an agile, unified application suite that gives leaders a complete view into their business. Our team is growing, and we’re looking for people like you to help us make a global impact.
As the leading cloud business system, NetSuite includes financials, inventory management, HR, professional services automation, commerce, and more. Tens of thousands of customers all over the world trust NetSuite to give their businesses the visibility, agility, and control needed to make data-informed decisions quickly.
NetSuite is a place where you can build your career and have fun while doing so! We’re invested in our people, our customers, and the community. As part of Oracle, our benefits are second to none. Joining our passionate team means that you’re ready to take your career to the next level. With priceless learning opportunities, strong support, incredible innovation, and volunteer opportunities, NetSuite is committed to creating a workplace where everyone feels empowered and set up for success.
Summary:
The Consulting Practice Manager – NetSuite Advanced Customer Support (ACS) position will lead a team of resources responsible for delivering ACS services in Horizontal Services. 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 the delivery of services on one or more horizontal services and ensure that quality standards for delivery are exceeded.
Responsible for managing the three main pillars of a practice: people management, delivery management and sales enablement. Has profit and loss responsibility or financial/expense management of practice.
Responsibilities
Detailed Responsibilities include:
Leadership
Lead a growing practice of Horizontal Services 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 meeting(s) 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
Support, enable and mentor our global GDC Matrix Management and Functional IC resources
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
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
Ensure High Customer Satisfaction and Reference ability
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
Preferred Qualifications/Skills include:
8+ years of experience in ERP consulting
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
Travel:
- As appropriate, able to travel on a modest to moderate basis
Career Level - M3
Responsibilities
Detailed Responsibilities include:
Leadership
Lead a growing practice of Horizontal Services 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 meeting(s) 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
Support, enable and mentor our global GDC Matrix Management and Functional IC resources
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
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
Ensure High Customer Satisfaction and Reference ability
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
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
US: Hiring Range: from $106,100 to $251,600 per annum. May be eligible for bonus, equity, and compensation deferral.
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.
About Us
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.
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.
We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.
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.
* Which includes being a United States Affirmative Action Employer
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