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Oracle · 1 week ago

NetSuite Senior Client Manager - WD/MFG, Accounting/Financials

United States

Full-time

Remote

Senior Level, Lead/Staff

$98K/yr - $200K/yr

10+ years exp

Oracle is a world leader in cloud solutions, and they are seeking a Senior Client Manager to manage critical customer escalations focused on Accounting and Core Financials. The role involves developing resolution plans, building trusted relationships across various teams, and driving continuous improvement in customer experience.

Data GovernanceData ManagementEnterprise SoftwareInformation TechnologySaaSSoftware

No H1B

Responsibilities

Lead continuous improvement initiatives and address escalations across internal and Partner teams using solid understanding of Customer business process requirements and Oracle + NetSuite platform functionality

Work proactively to analyze the Customer Journey at Oracle + NetSuite and identify opportunities for continuous improvement in Oracle + NetSuite products and services to reduce churn, enhance ARR and enable Customer Success

Applied Industry-specific knowledge and expertise in Manufacturing, Wholesale/Distribution, Software or Services with a preference for individuals who also possess experience in core Financials and Accounting ERP processes

Manage and resolve complex Customer escalations via fundamental proficiency with NetSuite platform functionality

Develop and leverage trusted relationships with internal teams (Account Management, Support, QA, Engineering, Professional Services, Partner Mgmt, Advanced Customer Support, senior leadership) and across the Oracle + NetSuite ecosystem to ensure successful outcomes and provide real-time feedback to product and operations teams

Drive maximum adoption of Oracle + NetSuite solutions in conjunction with Client and Partner needs

Place the client first in everything with focus on first year of experience with Oracle + NetSuite: Time-to-value, initial adoption & satisfaction, business results and Customer Satisfaction

Develop customer experience insights through direct customer interaction and NetSuite-internal feedback from other departments

Identify solution expansion opportunities via high value relationships with Clients, Partners and internal teams

Ensure Partners and Clients realize the value of their investment with Oracle + NetSuite to ensure they remain a long-term customer

Provide input into the Customer Success Methodology and direction

Embrace leadership roles toward improvement of the team

Qualification

NetSuite platform proficiencySaaS/Cloud ERP knowledgeAccounting/Financials expertiseManufacturing industry experienceERP Consulting experienceExecutive communication skillsCustomer relationship managementEnglish proficiencyLeadership experience

Required

10+ years of experience in a relevant field

Ability to read, write, and speak English

Strong understanding of Customer business process requirements and Oracle + NetSuite platform functionality

Proficiency with NetSuite platform functionality

Ability to manage and resolve complex Customer escalations

Experience in building trusted relationships across various teams

Focus on customer experience and satisfaction

Ability to identify solution expansion opportunities

Experience in providing input into Customer Success Methodology

Leadership skills toward team improvement

Preferred

Strong understanding of SaaS/Cloud ERP business processes and user experience

Proficiency on the Oracle + NetSuite platform including implementation consulting

Fundamental understanding of Oracle + NetSuite's core functionality, Analytics and Support architecture

Vertical-specific experience in Manufacturing, Wholesale/Distribution, Services and/or Software

Prior Executive or Sr Leadership experience (C-Level, VP, Director...)

Demonstrated executive-level communication skills

ERP Consulting experience strongly preferred

Familiarity with Oracle + NetSuite's Direct, AMO and/or Revenue model & selling motion

Ability to exhibit grace under pressure and advocate for the Client

Bachelor level degree in Accounting, Finance or comparable area strongly preferred

MBA or other relevant graduate degree a plus

Benefits

Medical, dental, and vision insurance, including expert medical opinion

Short term disability and long term disability

Life insurance and AD&D

Supplemental life insurance (Employee/Spouse/Child)

Health care and dependent care Flexible Spending Accounts

Pre-tax commuter and parking benefits

401(k) Savings and Investment Plan with company match

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.

11 paid holidays

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.

Paid parental leave

Adoption assistance

Employee Stock Purchase Plan

Financial planning and group legal

Voluntary benefits including auto, homeowner and pet insurance