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Oracle Sr Client Manager - NetSuite Services in Marlborough, Massachusetts

As a recognized authority and leading contributor within the practice, this senior-level consulting professional has broad understanding of solutions, industry best practices, multiple business processes or technology designs across multiple product/technology families. Works directly with Consulting sales to analyze customer business needs.

Exercises judgment and business acumen in selecting methods and techniques to design non-routine and complex business solutions utilizing Oracle products and technology to meet customer needs. Influences customer leadership in acceptance of Oracle solutions and services to facilitate the closing of consulting deals. Contributes to statements of work, work breakdown structures and/or level of effort and staff plans. Presents and demonstrates solutions to customers. Builds and maintains a network and up-to-date specific industry or product knowledge. Responsible for transitioning deal knowledge to implementation team. Leads the domain specific solution design aspects of engagement(s) ensuring high quality and integrated business solutions. Anticipates project risks and suggest risk mitigation to project manager. Resolves complex customer issues by recommending solutions. Demonstrates expertise in multiple business processes across two or more product families or ability to architect and design technology solutions encompassing multiple products.

8-10 years of relevant experience including 4 years of consulting experience. Prior team lead or manager experience. Undergraduate degree or equivalent experience. Broad product, technology or industry expertise. Ability to craft and articulate strategic solutions. In-depth knowledge of implementation methodologies and best practices. Knowledge of competitive & partner products, technology and solutions. Ability to travel as needed.

This is a remote/office based position which may be performed anywhere in the United States except for within the state of Colorado.

Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.

Why Oracle NetSuite?

  • *

One word - transformation.

At Oracle NetSuite, we believe the cloud is here to stay and so do our 20,000 customers. We believe businesses should not be bogged down by the overhead of bulky data centers and expensive personnel to run it all. Businesses need to be lean, efficient and agile. Oracle NetSuite is literally transforming business around the globe by providing a cloud-based, unified system that delivers unprecedented capabilities to drive business forward. Founded in 1998 as THE cloud applications pioneer, today Oracle’s NetSuite global business unit has transformed the business operations of our customers without the high costs and inefficiency of on-premise systems.

Transform your career at Oracle NetSuite

At Oracle NetSuite we work hard and we work smart. We hire fierce competitors. We hire individuals that are fearless trail blazers. Oracle NetSuite employees take the hill, we prefer action over inaction, we are tireless in our mission and we pause only to celebrate our success. And we DO celebrate, because if you don’t have fun along the way, then what’s the point?

We are seeking candidates for the position of Sr Client Manager – Risk Mitigation.

The Client Manager for our Risk Mitigation team will be responsible for identifying, evaluating, and addressing risks related to NetSuite’s enterprise account implementations. You will promote customer satisfaction with enterprise accounts and reduce the failure costs related to risks associated to complex implementations. This role requires leadership within NetSuite as well as with global systems integrators, and customers. You will be interpreting difficult and nuanced situations, working with C-Level executives and senior leaders to foster mutual accountability and agree in a joint plan for success.

Responsibilities include:

  • Identify and monitor risks associated with the lifecycle of the account and provide assistance and oversight to mitigate identified risks.

  • Lead continuous improvement initiatives and address escalations across internal teams using solid understanding of Customer business process requirements and Oracle NetSuite platform functionality.

  • Partner with internal NetSuite teams to validate that customer requirements and solution design align to NetSuite technical and functional capabilities.

  • Serve as the primary point of contact for internal teams, customers and partners, related to risk mitigation.

  • Report to NetSuite executives on customer status and remediation plans.

  • Work proactively to analyze the Customer journey at Oracle NetSuite and identify opportunities for continuous improvement in Oracle NetSuite products and services to reduce churn, enhance ARR and enable Customer Success.

  • Manage complex escalations to successful resolution.

  • Develop and leverage strong relationships within Oracle NetSuite to ensure successful outcomes and provide real-time feedback to product and operations teams.

  • Drive maximum adoption of Oracle NetSuite solutions in conjunction with Client business needs

  • Place the client first in everything with focus on first year of experience with Oracle NetSuite: Time-to-value, initial adoption & satisfaction, business results and Customer Satisfaction

  • Develop customer experience insights through direct customer-interaction and NetSuite-internal feedback from other departments

  • Identify solution expansion opportunities via high value relationship with Clients and internal teams.

  • Ensure Clients realize the value of their investment with Oracle NetSuite to ensure they remain a long-term customer.

  • Provide input into the Customer Success Methodology and direction.

  • Embrace leadership roles toward improvement of the team.

Preferred Qualifications include:

  • Strong understanding of SaaS/Cloud ERP, CRM, SFA, and/or OmniChannel Commerce business processes and user experience.

  • Proficiency on the Oracle NetSuite platform strongly preferred, including implementation and/or end user experience and a fundamental understanding of Oracle NetSuite’s core functionality, Analytics and Support architecture. NOTE - competitive platform solution experience will be considered.

  • Experience in process improvement, decision making, risk assessment, data analysis and project management.

  • Previous operational experience as a business process lead, or vertical-specific experience in Manufacturing, Retail, Channels & Alliances and/or Ecommerce.

  • Demonstrated executive-level communication skills (process-first mindset, P&L acumen, negotiation & diplomacy)

  • Ability to network across the Oracle NetSuite organization.

  • Consulting experience strongly preferred

  • Ability to manage conflicts, holding all parties accountable to deliver successful outcomes

  • Familiarity with Oracle NetSuite’s Revenue model and selling motion a plus.

  • Ability to exhibit grace under pressure, execution drive and readiness to advocate for the Client while balancing the needs of the company.

  • Bachelor level degree in Accounting, Finance or comparable strongly preferred. MBA or other relevant graduate degree a plus.

/At Oracle, we don’t just value differences—we celebrate them. We’re committed to creating a workplace where all kinds of people work together. We believe innovation starts with diversity and inclusion. /


Job: *Consulting

Organization: *Oracle

Title: *Sr Client Manager - NetSuite Services *

Location: United States

Requisition ID: 21000BX0

Other Locations: Canada