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As a recognized authority and leading contributor within their practice, this senior-level consulting position provides consistent high quality and innovative solution leadership to a project team. Leads the solution design and implementation aspects of engagement(s) ensuring high quality, integrated software solutions within constraints of time and budget.Analyzes business needs to help ensure Oracle solution meets the customer s objectives by combining industry best practices, product knowledge, and business acumen. Exercises judgment and business acumen in selecting methods and techniques to deliver functional and technical solutions on non-routine and very complex aspects of applications and technology installations. Provides direction and mentoring to project teams, and effectively influences customer leadership on key decisions. Supports the business development efforts by pursuing new opportunities and extensions. Collaborates with the consulting sales team by providing domain expertise. Resolves complex customer issues by recommending and implementing solutions. Demonstrates expertise in multiple business processes across two or more product families or ability to architect and design technology solutions encompassing multiple products and make decisions based on impact across the stack.8-10 years of experience relevant to this position including 4 years of consulting experience. Prior team leadership or management experience preferred. Undergraduate degree or equivalent experience preferred. Product or technical expertise relevant to practice focus. Ability to communicate effectively. Ability to build rapport with team members and clients. Strong influencing and negotiation skills. Ability to travel as needed.Oracle is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.Platform Technology Services DepartmentThe Platform Technology Services Department is an acknowledged authority within the OracleNetSuite Global Business Unit (GBU), providing subject matter expertise and consulting servicesto the GBU s largest, strategic and most challenging customers around the globe.The Platform Technology Services Department provides technology leadership, oversight andguidance in full life cycle implementation of large-scale NetSuite, including services targeted toensure post-go-live services to ensure ongoing success of NetSuite solutions with a focus onstability, performance and scalability.The Platform Technology Services Department employs three complementary roles to deliverthese services:Customer Success Manager (CSM)Quarterbacks CSM-led accounts, providesescalation management, enhanced case/issue communication, obtains and coordinatesresources to deliver servicesPlatform Solutions Consultant (PSC)Subject Matter Expert providing deep technicalcapabilities across the service offeringsFunctional Solutions Consultant (FSC)Subject Matter Expert providing deep functionalcapabilities across the service offerings.
Customer Success Manager (CSM) PositionThis experienced-level position is responsible for coordinating and leading the delivery ofconsulting services and solutions to large and strategic accounts and fills the role of anenterprise customer success manager.Leads the delivery of consulting services aimed at ensuring customers success by reducing risksand by employing leading practices. A CSM ultimately aids in maximizing customers long-termsuccess with their investment in Oracle NetSuite.Leads internal resources through the analysis of customer requirements from both functionaland technical viewpoints to help ensure Oracle NetSuite solutions meets the customer sobjectives. As a position of professional influence, this individual frequently operates at theleading edge of technology, accessing expertise both within the Platform Technology ServicesDepartment and throughout the Oracle NetSuite GBU.Interacts with product management teams to advocate product enhancements needed to meetour customers complex business needs. Obtains, coordinates and leads Platform SolutionConsultants and other GBU resources to assess and address complex environment, platformand architectural elements of integrations, NetSuite customizations and 3rd party solutions toensure they meet today s and future scaling needs.Enables partner and professional services teams to ensure customer success. Considered athought leader and trusted advisor, effectively influences difficult decisions at the leadership levelof customer organizations. Enables business development efforts by providing subjectmatter expertise both directly and leveraging resources from the broader GBU. Drives customerprocess direction and decisions by providing domain leadership within relevant industries onend-to-end enterprise solutions.Is the customer s advocate within the GBU. CSMs manage and resolve high-level escalations,effectively communicating and setting expectations with both customer and GBU executives.Provides enhance level of communication of critical support cases to customer.Preferred Qualifications include:Minimum of 7 years of hands on consulting experience in:o Implementation of 4 ERP (Enterprise Resource Planning) projects either underfunctional or technical roleso Managing business process work streamso Managing development activities related to specific business process areaso Managing SDLC (Software Development Life Cycle)o Managing implementation life cycles or methodologieso Managing team members who work remotelyo Developing reference architecture and business process flowso Working with Cloud providers in issue and escalation managementMust demonstrate:o Understanding of integration, data migration and customization concepts andapproacho Working experience in implementation of integration, data migration andcustomization work streamso Working experience leading implementation life cycle activities (SIT, UAT, )o Working experience with cut over and go-live activitieso Working experience in developing and managing plans, tasks and activitieso Working experience in managing risks, issues and defectso Understanding and describing technology architectureo Strong analytical skillso Strong communication (written and verbal) and presentation skillso To be self-directed and motivatedo Leading team members with minimal supervisionExperience in the following are assets:Experience with global or large solution integratorsRelease management and/or Agile scrum master experienceExperience with SaaS/Cloud architecturesNetSuite and/or Oracle Cloud experienceTravel:Travel 25-50%./At Oracle, we don t just value differenceswe celebrate them. We re committed to creating a workplace where all kinds of people work together. We believe innovation starts with diversity and inclusion. /https://www.oracle.com/corporate/careers/culture/diversity.htmlJob: ConsultingOrganization: OracleTitle: Sr Customer Success Manager - NetSuite Platform ServicesLocation: United StatesRequisition ID: 20000JEVOther Locations: Canada
