NetSuite · 1 day ago
Technical Director - Application Architect
United States
Full-time
Remote
Director/Executive
$97K/yr - $252K/yr
15+ years expNetSuite is a world leader in cloud solutions, and they are seeking an experienced Technical Director - Application Architect to join their elite team. The role involves leading customer escalation management, guiding a team of experts, and applying functional expertise in Oracle Fusion SaaS products to enhance customer satisfaction.
Cloud ComputingComputerCRMiOSSaaSSoftware
Responsibilities
Lead the resolution of critical customer issues by collaborating with cross-functional teams, ensuring timely and effective solutions
Guide and mentor a team of Oracle Fusion experts, fostering a collaborative and high-performance environment
Apply in-depth knowledge in at least one Oracle Fusion SaaS product area (e.g., Financials, HCM, SCM, CX) to address and resolve customer problems
Identify and implement process improvements to enhance customer support and satisfaction
Serve as a primary point of contact for escalated issues, providing regular updates to customers and internal stakeholders
Conduct thorough investigations to determine the root cause of issues and implement corrective actions to prevent recurrence
Develop training materials and conduct training sessions for team members and customers to improve product understanding and issue resolution capabilities
Maintain detailed records of customer interactions, issue resolutions, and process improvements
Monitor and report on key performance indicators (KPIs) related to customer support and satisfaction, driving continuous improvement
Lead crisis management efforts during major incidents, ensuring rapid and effective resolution while minimizing impact on customers
Qualification
Required
10+ years of industry experience
Strong background in implementing, supporting, and managing customer escalations within Oracle Fusion SaaS products
Functional expertise in at least one area of Oracle Fusion SaaS (e.g., Financials, HCM, SCM, CX)
Proven ability to lead and mentor a team of experts
Strong customer service orientation with a demonstrated ability to manage and resolve complex customer issues
Excellent verbal and written communication skills
Strong analytical and problem-solving skills
Experience in managing projects and initiatives aimed at improving customer support and satisfaction
Solid understanding of Oracle Fusion architecture, integration, and best practices
Ability to thrive in a fast-paced, dynamic environment, and manage multiple priorities effectively
Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field
Preferred
Master's degree or relevant certifications (e.g., PMP, ITIL)
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
Company
NetSuite
NetSuite is cloud computing company dedicated to delivering business applications over the internet.
Founded in 1998Redwood Shores, California, USA
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$157.79MKey Investors
Meritech Capital PartnersTako VenturesStarVest Partners
2016-07-28Acquired
2007-12-20IPO
2007-02-05Secondary Market· $17.87M
Leadership Team
Brian Chess
SVP Technology and AI
E
Eli Johnson
Vice President, Global Sales Productivity
Recent News
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