Managing Principal Consultant - SW/Services - NetSuite ACS

    • Oracle Corporation
  • Posted 60+ days ago | Updated 9 hours ago

Overview

USD 76,700.00 - 167,000.00 per year
Full Time

Skills

Agile
IMPACT
Business systems
Inventory management
Professional services
Automation
Commerce
Data
Customer support
Resource planning
Sales
Sales operations
Mentorship
ACS
Account management
NetSuite
Customer satisfaction
Staff management
Enterprise resource planning
Business requirements
Communication
Change management
Process mapping
Customer relationship management (CRM)
Escalation management
Global delivery
SaaS
Collaboration
Leadership
Software design
Budget
Management
Business development
Policies
Process improvement
Metrics
Coaching
Business process
Design
Customer facing
Recruiting
Health care
Taxes
Financial planning
Legal
Insurance
Operations
As-is process
English
Fluency
French
Cloud computing
Innovation
Value engineering
Life insurance
Accessibility
Oracle

Job Details

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.

The Consulting Practice Manager - NetSuite Advanced Customer Support (ACS) position will lead a team of resources responsible for delivering ACS services in the Services & Amp business verticals. 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 High Tech Industry Lead (Practice Director).

An entry-level management position responsible for providing quality work products on customer engagements while managing a small team of consultants. Has a broad understanding of solutions, industry standard methodologies, multiple business processes or technology designs within a product/technology family.

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

o 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 High Tech Services, AMP, or Software 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

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. ;br>
Performs varied and complex duties and tasks that need independent judgment, in order to implement Oracle products and technology to meet customer needs. Applies Oracle methodology, company procedures, and leading practices. Demonstrates expertise to deliver functional and technical solutions on moderately complex customer engagements. May lead the solution design and implementation aspects of engagement(s) ensuring high quality, integrated software solutions within constraints of time and budget. Effectively consults with management of customer organizations. Participates in business development activities. Ensure that operational policies are followed and that business objectives are achieved by focusing on best practices and process improvements. Responsible for operational metrics and overall business results for area of responsibility. Provides coaching, guidance and feedback to develop skills of team members. Typically manages individual contributors. Demonstrates multiple business process expertise within one product family or technology solutions architect and design expertise for one technology product and understand cross stack impacts.

Qualifications

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

Canada: Hiring Range from $76,700 to $167,000 CAD per annum

US: Hiring Range: from $82,300 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:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. 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.

9. 11 paid holidays

10. 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.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. 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.

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 , 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
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.