Senior Practice Manager - Advanced Customer Support - NetSuite Services ACS Architect

Senior Practice Manager - Advanced Customer Support - NetSuite Services ACS Architect

Summary :

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 responsible for delivering ACS services in our Product industry.

They will be responsible for all facets of a team of consultants hiring, enabling, resource planning, and upskilling. They will work with other Managers in the Architect practice to ensure that service delivery is completed in a consistent manner across the Architect organization and contribute to the evolution of our methodology.

The ACS Practice Manager will be responsible for guiding and mentoring consultants in the delivery of ACS services using the existing Architect methodologies.

They will be responsible for attaining a high level of customer satisfaction and meeting established organization KPI’s.

This role will manage a portfolio of enterprise accounts that will be staffed with direct reports and staff from other teams.

They will be the first point of escalation for the customers within their portfolio and work with ACS Architect leadership to keep them appraised of critical issues and where needed to engage them with customer C-levels.

Reports to the ACS Architect Product Industry Lead (Senior Director).

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.

Career Level - M3

Responsibilities

Leadership :

• Hire, develop, enable and manage a team of new and experienced resources to fulfill ACS objectives
• Lead a growing portfolio of ACS Customers and manage delivery of subscription consulting services across North American and LATAM
• Drive team and individual performance to achieve established KPIs and organization 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 appropriate feedback
• Work with other ACS Managers in a peer-based collaborative manner to elevate the organization, leading and driving innovation and change.
• Handle day-to-day administrative tasks including time approvals, vacation, expense reports, etc.

Delivery of ACS Services :

• Responsible for leading a portfolio of enterprise customers and ensuring delivery of services are consistent with the Architect Methodology
• Work with direct reports and staff from other teams to ensure we are delivery high value, drive customer retention and growth
• Work with other NetSuite Sales, Support, Delivery, and Product organizations to ensure effective overall customer experiences
• Meet established KPIs such as utilization goals, subscription renewal rates and Net Dollar Retention of our customers
• Become trusted adviser to the Customer, your peers, and staff you manage or work alongside of.

Preferred Qualifications / Skills include :

• 8+ years of experience in ERP consulting, preferably in one or more of the following : Retail, Manufacturing, Supply Chain processes, ecommerce, POS or similar applications
• Proven solution leadership and staff management experience
• Experience leading and managing direct and indirect reports
• Strong verbal and written communication skills
• Strong experience in Organizational Change and Consulting process approaches
• Critical issues and Risk management experience.

Travel :

As appropriate, able to travel on a modest basis.

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 standard methodologies 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.

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 $88,100 to $192,000 CAD per annum

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 :

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.