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Customer Success Manager - NetSuite Advanced Customer Support- NA-JoinNetSuite-21000LL6Applicants are required to read, write, and speak the following languages : English
The Customer Success Manager (CSM) primary purpose is to drive retention and ongoing value to our mid-market customers by understanding customers’ business needs and helping them succeed utilizing Oracle NetSuite’s products.
This critical function is responsible for onboarding new customers to Advanced Customer Support (ACS) by engaging the customer executive sponsor and key business stakeholders in the launch, driving ongoing adoption and managing renewals.
The CSM works with the rest of the Oracle NetSuite ACS organization to uncover new ways to make Oracle NetSuite part of the everyday life of our customers.
Responsibilities include :
Be the primary point of contact for customers’ and partners’ ACS requests. Advocate as needed with other NetSuite services teams to drive favorable outcomes for Customers, including Client Management, Professional Services, Support and Others
Manage ongoing priorities / task and provide regular status updates to customer. Maintain ACS case hygiene, engagement tasks, manage time entry and associated approvals, ensure extended hours approval compliance, Identify and manage risks.
Ensure seamless coordination as needed with other NetSuite services teams to drive favorable outcomes for Customers, including ACS Tech and Platform shared services, Client Management, Professional Services, Support and Others
Preferred Qualifications include :
5+ years overall experience in relevant Functional and / or Technical roles (Customer Success Manager, Project Manager, Delivery Manager, Account Manager, Architect, Analyst etc.)
In addition, the following are critical skills required (or desired, where noted) to perform well in this position :
Detailed Description and Job Requirements
As a member of the Consulting organization, you are responsible for ensuring that a quality, integrated software solution is delivered in a timely manner, at budget, and to our client*s satisfaction.
This involves working closely with the client to understand and manage their expectations, as well as working closely with Oracle and third-party vendors to ensure delivery.
Creates and manages an overall project plan (including budget, structure, schedule, and staffing needs) for one or more Oracle engagements.
Monitors and reports progress / changes against the plan. Drives implementation by providing motivation and direction.
Job duties are varied and complex, needing independent judgment. May have project lead role. A BS or BA in related fields.
5-7 year overall experience in functional or technical role. Two years experience in multi-dimensional issue resolution.
Yes, 25 % of the Time
CA-CA,Canada-Toronto, CA-CA,Canada-OTTAWA, CA-CA,Canada-Edmonton, CA-CA,Canada-Vancouver, CA-CA,Canada-Kentville, CA-CA,Canada-Waterloo, CA-CA,Canada-Calgary, CA-CA,Canada-Kitchener, CA-CA,Canada-Dartmouth, CA-CA,Canada-Markham
Regular Employee Hire