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NetSuite · 1 month ago

NetSuiteClient Manager - Responsive Escalations (Individual Contributor)

United States

Full-time

Remote

Senior Level

6+ years exp

NetSuite is seeking a Client Manager to manage critical customer escalations and ensure an exceptional customer experience. The role involves taking ownership of complex issues, developing resolution plans, and collaborating with various teams to drive successful outcomes.

Cloud ComputingComputerCRMiOSSaaSSoftware

No H1B

Responsibilities

Manage complex escalations partnering across Account Management and other Customer-facing teams to understand the customer journey, identify a resolution plan, and lead these efforts to completion

Build 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 – as well as external NetSuite partners

Serve as a trusted advisor to customers, gathering insights through direct interactions and feedback to enhance customer experience and satisfaction

Identify and pursue solution expansion opportunities by leveraging strong customer relationships and collaborating internally to uncover additional service needs

Thrive in a collaborative, supportive team that values knowledge-sharing, continuous learning and innovation

Influence best practices and continuous improvement, taking ownership of initiatives that drive operational excellence and enhance overall customer success