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NetSuite · 1 day ago

NetSuite Client Manager - Responsive Escalations (Individual Contributor)

United States

Full-time

Remote

Mid Level

$79K/yr - $158K/yr

NetSuite is a world leader in cloud solutions, and they are seeking a Client Manager to manage critical customer escalations. The role involves taking ownership of complex customer issues, developing resolution plans, and ensuring exceptional customer experiences while collaborating with various internal teams.

Cloud ComputingComputerCRMiOSSaaSSoftware

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

Qualification

NetSuite ERPProcess improvementCustomer success managementExecutive communicationPerformance monitoringTroubleshooting toolsManufacturing knowledgeFinance/Accounting knowledgeCollaboration skillsProblem-solving skills

Required

Strong background in process improvement, accounting, and consulting on enterprise ERP best practices

Excellent problem-solving and executive communication skills to achieve trusted advisor status

Self-directed, consultative professionals with a passion for solving complex challenges

Proficiency with ERP applications and core business processes is essential

Experience may include work in implementation, customer success management, or as an end user

Preferred

Strong experience with NetSuite ERP and core business processes. Roles may include implementation, customer success management, or end user experience

Demonstrated ability to synthesize complex information into clear recommendations, strategic visions, and resolution plans

Industry knowledge and experience in Manufacturing, Wholesale/Distribution, or Finance/Accounting

Ability to remain composed and solutions-focused under pressure, demonstrating execution drive while balancing customer and company needs

Outstanding executive-level communication skills, including strategy articulation, negotiation, diplomacy, business acumen, and the ability to explain complex concepts to diverse audiences

Proficiency in performance monitoring, system tuning, and troubleshooting tools, with the ability to translate technical findings into actionable business recommendations

Familiarity with metrics-driven approaches to identify bottlenecks, optimize workflows, and ensure platform reliability for complex business operations, with a strong preference for Oracle NetSuite platform expertise

Bachelor's degree in Accounting, Finance, or a related field strongly preferred

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