United States onlyWhat We're Looking For:
As a Client Manager, you will be part of a highly skilled team of business process and industry experts, managing critical Customer escalations and relationships. You will take ownership of complex Customer issues, develop resolution plans, and drive them to successful completion while ensuring a high-quality Customer experience. The ideal candidate has a strong background in process improvement, accounting, and consulting on enterprise ERP best practices, along with excellent problem-solving and executive communication skills to achieve trusted advisor status.
Successful candidates are self-directed, consultative professionals with a passion for solving complex challenges. The candidate also has relevant proficiency with ERP applications and core Business Processes, Oracle NetSuite platform experience preferred. This includes Implementation, Customer Success Manager, and/or end-user experience.
Career Level - IC3
What You’ll Do:
- Manage complex escalations partnering with Account Management and other Customer-facing teams to understand the Customer journey and context of the escalation, identify a resolution plan, and project manage to completion.
- Develop and leverage strong relationships within Oracle NetSuite to accelerate issue resolution, collaborating effectively across internal teams (Support, QA, Engineering, Professional Services, Account Management, Channels, Advanced Customer Support, senior leadership) and external NetSuite partners.
- Act as a trusted advisor to Customers, gathering insights through direct interactions and internal feedback to enhance Customer experience and satisfaction.
- Identify solution expansion opportunities through high value Customer relationships and collaborating with internal teams to uncover additional service needs.
- Work with a supportive, collaborative team that values knowledge-sharing and innovation.
- Influence best practices and continuous improvement, taking ownership of initiatives that drive operational excellence and enhance overall Customer success.
Preferred Qualifications & Skills:
- Strong NetSuite ERP experience - competing ERP offerings may be considered.
- 2+ years external consulting role experience with sustained C-suite interactions.
- Ability to synthesize information into a coherent story, strategic vision, and risk mitigation plan.
- Knowledge and experience with SuiteProjects, Advanced Revenue Management, SuiteBilling and other advanced accounting processes.
- Solid understanding of Cloud ERP, Professional Services Automation, and/or Omni Channel Commerce business processes and user experience.
- Proficiency with ERP applications and core Business Processes required, with Oracle NetSuite platform experience preferred. This includes Implementation, Customer Success Manager, and/or end user experience.
- Industry experience in Software, Financials/Banking, and/or Services is desirable.
- Strong problem-solving, consultative, and project management skills with a proven ability to navigate complex Customer situations.
- Must exhibit grace under pressure, execution drive and readiness to advocate for the Customer while balancing the needs of the company.
- Demonstrated executive-level communication skills (process-first mindset, negotiation, diplomacy, P&L acumen, the ability to explain complex concepts in a clear, strategic manner)
- Work is a varied blend of proactive and reactive responsibilities requiring independent judgment, self-drive and bias toward action.
- Bachelor’s degree in Accounting, Finance, or a related field strongly preferred.
- Project management experience is an asset, as is basic knowledge of Cloud architectures, analytics, and database technology.
If you’re a highly motivated, solutions-driven professional with a passion for Customer success and business process improvement, we’d love to hear from you!
#SuiteJobs
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
CA: Hiring Range in CAD from: $76,700 to $167,600 per annum.
US: Hiring Range in USD from: $79,100 to $158,200 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.
For applicants located in the Province of Quebec, a basic proficiency of the French language is required.
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We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people 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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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.
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