NetSuite · 7 hours ago
Senior Customer Success Manager - ERP
United States
Full-time
Remote
Senior Level
$92K/yr - $178K/yr
6+ years expNetSuite, a part of Oracle, is a world leader in cloud solutions. They are seeking a Senior Customer Success Manager to develop long-term partnerships with clients and ensure they realize the full value of their investment, while driving customer satisfaction and identifying product expansion opportunities.
Cloud ComputingComputerCRMiOSSaaSSoftware
No H1B
Responsibilities
Act as the main point of contact for your customers. Building and fostering relationships with key customer stakeholders (executives, business & IT leaders, influencers, and decision-makers) to solidify our partnership and commitment
Drive maximum adoption of Oracle solutions and identify/drive product renewal and expansion opportunities via high value relationships with customers
Demonstrate drive, accountability, and resourcefulness to effectively manage an assigned book of business in a fast-paced and somewhat ambiguous environment ensuring that deliverables, results and deadlines are achieved
Have a holistic overview of a portfolio of specific/key projects within a specific client to develop knowledge and a clear understanding of customer plans, goals, and desired outcomes of their Oracle Cloud solution investment
Leverage Oracle’s Customer Success methodology to partner with customer stakeholders to understand their goals/KPIs, assess their capabilities and provide recommendations to help them accelerate the achievement of their business and technology objectives
Drive customer implementation towards success with healthy partner interaction and work with Alliances and Channels, making sure the involved partners are focusing on customer success; raise in a timely manner when there is any deviation
Pro-actively, hands-on and customer-facing to identify risks and work with the account team to get projects on the right track and reacting promptly and effectively to early warning signs within this portfolio
Effectively collaborate, influence, and take the lead in cross-functional engagements within Oracle. Be the internal advocate for the customer across the organization, including Global Customer Success Services, Sales, Support, and Product Development, while expertly prioritizing, driving ownership, and delivering desired outcomes for your customers
Understand the organizational structure of the customer, identifying the areas that present deep strategic partnership opportunities. Build and grow multiple relationships across a customer's organization, and their implementation partners
Demonstrate Oracle product knowledge by applying platform features and functions to customer business priorities and roadmap in relation to the customer's goals and objectives
Guide a customer on organizational strategy, governance, and for change management best practices based on customer needs
Build greater advocacy and reference-ability of your customers
When appropriate, identify additional Oracle services, expansion opportunities, and advisory experts needed to drive incremental success
Qualification
Required
6 to 10+ years of experience
Applicants are required to read, write, and speak English
Act as the main point of contact for your customers
Building and fostering relationships with key customer stakeholders (executives, business & IT leaders, influencers, and decision-makers) to solidify our partnership and commitment
Drive maximum adoption of Oracle solutions and identify/drive product renewal and expansion opportunities via high value relationships with customers
Demonstrate drive, accountability, and resourcefulness to effectively manage an assigned book of business in a fast-paced and somewhat ambiguous environment ensuring that deliverables, results and deadlines are achieved
Have a holistic overview of a portfolio of specific/key projects within a specific client to develop knowledge and a clear understanding of customer plans, goals, and desired outcomes of their Oracle Cloud solution investment
Leverage Oracle's Customer Success methodology to partner with customer stakeholders to understand their goals/KPIs, assess their capabilities and provide recommendations to help them accelerate the achievement of their business and technology objectives
Drive customer implementation towards success with healthy partner interaction and work with Alliances and Channels, making sure the involved partners are focusing on customer success; raise in a timely manner when there is any deviation
Pro-actively, hands-on and customer-facing to identify risks and work with the account team to get projects on the right track and reacting promptly and effectively to early warning signs within this portfolio
Effectively collaborate, influence, and take the lead in cross-functional engagements within Oracle
Be the internal advocate for the customer across the organization, including Global Customer Success Services, Sales, Support, and Product Development, while expertly prioritizing, driving ownership, and delivering desired outcomes for your customers
Understand the organizational structure of the customer, identifying the areas that present deep strategic partnership opportunities
Build and grow multiple relationships across a customer's organization, and their implementation partners
Demonstrate Oracle product knowledge by applying platform features and functions to customer business priorities and roadmap in relation to the customer's goals and objectives
Guide a customer on organizational strategy, governance, and for change management best practices based on customer needs
Build greater advocacy and reference-ability of your customers
When appropriate, identify additional Oracle services, expansion opportunities, and advisory experts needed to drive incremental success
Preferred
Oracle Cloud (SaaS) functional and/or technical expertise
7+ years of customer-facing experience as a business practitioner and communicator
4+ years of proven experience in ERP SaaS
Proven ability to utilize a cloud lifecycle methodology focused on reviewing implementation project plans, governance structure, team composition and other project related artifacts to assess risk and provide best practice guidance (PMI Project Management Professional (PMP) Certification or similar highly desired)
Bachelor's degree in Business or other related degree and/or equivalent years of experience
Being a self-starting, entrepreneurial, self-managing
Ability to work effectively with and through a matrix and a virtual organization, requiring management through influencing, based upon trust and leadership skills
Proven track record of successfully establishing trustful relationships with senior leadership and executive-level key stakeholders within the Oracle cross-LOB organization and customers and partners outside the Oracle organization
In-depth knowledge in one or more lines of businesses, cross-functional competencies, or industry-related experience
Strong presentation skills (web, phone and onsite) including effectively communicating insights and data informed points of view to customers, implementation partners, and internal cross-functional resources
Strong consulting skills and proven results working as a trusted advisor to drive business value for customers
Strong executive communication and presence skills to drive effective and influential conversations at the executive-level; facilitate difficult discussions and adept at handling objections, bringing multiple internal resources and customers to common understanding and agreement
A good understanding of enterprise architecture principles is strongly preferred
Ability to quickly grasp and distinctly explain technological and business concepts
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
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