Apply on Employer Site

NetSuite · 1 week ago

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

United States

Full-time

Remote

Mid, Senior Level

$98K/yr - $200K/yr

NetSuite is a leader in cloud solutions, and they are seeking a Senior Client Manager to manage critical customer escalations focused on Manufacturing & Wholesale Distribution functionality and Accounting & Core Financials processes. The role involves developing resolution plans for complex customer issues, building relationships across various teams, and driving continuous improvement initiatives to enhance customer success.

Cloud ComputingComputerCRMiOSSaaSSoftware

Responsibilities

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

Work proactively to analyze the Customer Journey at NetSuite and identify opportunities for continuous improvement in 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 NetSuite ecosystem to ensure successful outcomes and provide real-time feedback to product and operations teams

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

Place the client first in everything with focus on first year of experience with 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 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

Exercises judgment and business acumen in selecting methods and techniques to design non-routine and complex business solutions utilizing Oracle products and technology to meet customer needs

Influences customer leadership in acceptance of Oracle solutions and services to facilitate the closing of consulting deals

Contributes to statements of work, work breakdown structures and/or level of effort and staff plans

Presents and demonstrates solutions to customers

Builds and maintains a network and up-to-date specific industry or product knowledge

Responsible for transitioning deal knowledge to implementation team

Leads the domain specific solution design aspects of engagement(s) ensuring high quality and integrated business solutions

Anticipates project risks and suggest risk mitigation to project manager

Resolves complex customer issues by recommending solutions

Demonstrates expertise in multiple business processes across two or more product families or ability to architect and design technology solutions encompassing multiple products

Qualification

NetSuite platform proficiencySaaS/Cloud ERP knowledgeManufacturing industry experienceExecutive-level communicationERP Consulting experienceCustomer relationship managementEnglish proficiencyProblem-solving skillsTeam leadership

Required

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

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

Place the client first in everything with focus on first year of experience with 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 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

Preferred

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

Proficiency on the NetSuite platform including implementation consulting, Customer-employed and/or Partner-employed experience

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

Vertical-specific experience in Manufacturing, W/D, Services and/or Software

Strong preference for prior Executive or Sr Leadership experience (C-Level, VP, Director...)

Demonstrated executive-level communication skills (process-first mindset, strategy articulation, P&L acumen, negotiation & diplomacy)

ERP Consulting experience strongly preferred

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

Ability to exhibit grace under pressure, execution drive and readiness to advocate for the Client while balancing the needs of NetSuite

Bachelor level degree in Accounting, Finance or comparable area strongly preferred. MBA or other relevant graduate degree a plus

English language read/write/speak proficiency

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