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NetSuite · 2 months ago

Specialist Technical Account Manager 5

United States

Full-time

Remote

Senior Level, Lead/Staff

10+ years exp

NetSuite is a leading provider of cloud-based business management software. The Specialist Technical Account Manager is responsible for managing customer relationships and ensuring the effective delivery of Oracle services, helping customers maximize the value of their investments while minimizing risk.

Cloud ComputingComputerCRMiOSSaaSSoftware

No H1B

Responsibilities

Develop and Manage the Oracle Customer Relationships by forming long term, high level, relationships with the customer stakeholders

Work collaboratively with sales, the delivery teams and customers to identify appropriate solutions

Coordinate delivery of Oracle Services, operating as the primary delivery contact to the customer, aiding and facilitating customer communications and activities across other Oracle lines of business

Monitor, report and communicate on complex projects for effective and efficient use of Oracle delivery resources, achieving the contract margin and revenue objectives

Identify and submit delivery leads for new opportunities and contract renewals

Act as a point of contact for any major incidents, responsible for managing communication and customer expectations through resolution

Establish and maintain a delivery governance model with the customer at the most senior management and senior executive levels

Perform proactive scope and risk management. Lead complex account planning and reviews

Often takes a project/program lead role. Provide leadership and expertise in the development of new products, services and processes

Lead initiatives for organizational process improvement and tool development

Contribute to the organization at a regional level to drive regional and global strategy execution

Qualification

Customer Service ManagementIT Service ManagementProject ManagementOracle TechnologyCloud DeploymentsInterpersonal SkillsRelationship BuildingBusiness AcumenC-Level CommunicationsGlobal ExperienceSubject Matter ExpertiseProcess ImprovementTool DevelopmentConflict ManagementTeam Leadership

Required

10+ years of professional Enterprise implementation experience, IT Service management, Project management or Account Management across global and diverse organizations

Advanced Educational degree

Extensive Project Management or Customer Service Management experience

Project Management or Service Management certification is desirable - ITIL, PMP, Prince2 or University equivalent

Demonstrated strong competency of interpersonal skills, team leadership, business acumen, relationship building and conflict management

Extensive customer 'face-to-face' experience at middle and C-level executive levels

Demonstrated success with customer service delivery and management, including involvement in at least 5-7 successful customer engagements

Acknowledged leadership, experience and professional credibility

Subject Matter expertise in industry or product(s) expected

LOB Communications, Exec C-Level Communications, Global experience

Experienced in large, multi-site or global service engagements