Oracle Senior Practice Manager - Advanced Customer Support - NetSuite Services - Manufacturing in Boston, Massachusetts
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.
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.
Reports to an ACS Vertical Lead (Sr. Practice Manager, Practice Director, or Sr. Practice Director.
Detailed Responsibilities include:
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
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
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Detailed Description and Job Requirements
This manager-level position is responsible for a segment within a given practice focused on a specific industry, service line, technology center, specialty area or region. Responsible for managing the three main pillars of a practice: people management, portfolio/delivery management and sales enablement. Has profit and loss responsibility or financial/expense management of practice.
Accountable for operational metrics and overall business results of the practice. Responsible for maintaining practice direction, ensuring quality of consulting delivery, and maintaining customer referenceability. Ensures that operational policies are followed and that business objectives are achieved by focusing on best practices and process improvements. Develops plans to successfully implement operational policies and achieves business plan. Is accountable for managing and growing a revenue stream and customer base. Typically manages individual contributors. May serve as advisor for moderately complex engagements.
8+ years of experience relevant to this position including four (4) years of consulting experience and two (2) years of leadership experience. Undergraduate degree or equivalent experience preferred. Product or technical expertise relevant to practice focus. Ability to communicate effectively. Ability to build rapport with team members and clients. Ability to travel as needed.
Accountable for operational/financial metrics and overall business results of practice. Responsible for maintaining practice direction, ensuring quality of consulting delivery, and maintaining customer referenceability. Ensures that operational policies are followed and that business objectives are achieved by focusing on best practices and process improvements. Develops plans to successfully implement operational policies and achieves business plan. Is accountable for managing and growing a revenue stream and customer base. Typically manages individual contributors. May serve as advisor for moderately complex engagements.
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
Canada: Hiring Range from $88,100 to $192,000 CAD per annum
US: Hiring Range: from $104,300 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
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
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.
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.
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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.
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