NetSuite Subscription Success Services, Customer Success, Escalation / Client Management

Job Description

The Client Manager for our Customer Health team will be responsible for identifying, evaluating, and addressing upstream risks for at-risk accounts. You will interpret difficult and nuanced situations while working with decisionmakers to foster mutual accountability and agree on a joint plan for success. You will promote Customer Success with at-risk accounts and oversee remediation. This role requires Oracle NetSuite experience, consultative acumen, executive communication skills and strong project management skills.

Career Level – IC4

Responsibilities

Responsibilities include:

Identify risks within select accounts and provide engagement oversight of Oracle-NetSuite’s Professional Services, Advanced Customer Support, and Customer Success Management teams.

Report to Oracle-NetSuite leaders on Customer status and remediation investment outcomes. Serve as the primary point of contact for internal teams, Customers and Partners.

Contribute to continuous improvement initiatives to reduce churn, enhance ARR and enable Customer Success across the organization.

Partner with internal NetSuite teams to validate that desired Customer outcomes justify remediation investment.

Proactively network and build relationships with internal and external stakeholders to influence positive Customer outcomes.

Place the client first in everything with a focus on solving business problems through platform adoption and providing feedback on internal process gaps.

Manage issues and escalations to successful resolution.

Preferred Qualifications include:

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

Previous operational experience as a business process lead, or vertical-specific experience, including process improvement, decision making, risk assessment, data analysis and project management.

Ability to manage conflicts, holding all parties accountable to deliver successful outcomes. Ability to exhibit grace under pressure, execution drive and readiness to advocate for the Client while balancing the needs of the company.

Strong understanding of SaaS/Cloud ERP, CRM, SFA, and/or OmniChannel Commerce business processes and user experience. Order to Cash, Procure to Pay, Record to Report, etc.

Proficiency on the Oracle NetSuite platform strongly preferred, including hands-on experience and/or implementation consulting. Fundamental understanding of Oracle NetSuite’s core functionality, Analytics and Support architecture.

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

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 $86,200 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.

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