Client Manager - Resolution Mgmt Team - NetSuite Services

Why NetSuite?

We believe businesses should not be bogged down by the overhead of bulky data centers and expensive personnel to run it all.

Businesses need to be lean, efficient, and agile. NetSuite is transforming business around the globe by providing a cloud-based, unified system that delivers unprecedented capabilities to drive the business forward.

Founded in 1998 as THE cloud ERP pioneer, NetSuite has transformed our customers' business operations without the high costs and inefficiency of on-premise systems.

Yes. We're absolutely serious. The scope of our opportunity is endless! And we can't do it without your help. We need thoughtful, talented, fearless, and multi-faceted team players who have a passion for customer advocacy.

What We're Looking For :

As a Resolution Management Specialist, you will join a collaborative team of business process and industry experts, managing critical customer escalations from understanding the Customer's' perspective, crafting a plan to resolve, and seeing it through to successful resolution.

The ideal candidate has relevant industry experience in process improvement, accounting, or consulting on back-office best practices and proven executive-level communication skills to achieve trusted advisor status.

The candidate also has relevant proficiency with ERP applications and core Business Processes required, with preferred Oracle + NetSuite platform experience.

This includes implementation, CSM, and / or end-user experience.

Career Level -

Career Level -

Career Level -

What you'll do :

• Manage complex escalations partnering with Account Management to understand the customer journey and overall context of the escalation, identify a plan for resolution, and project management to completion
• Develop and leverage strong relationships within Oracle + NetSuite to accelerate resolution of customer escalations. This will include collaborating effectively with all internal teams (Support, QA, Engineering, PS, AMO, Channels, ACS) and NetSuite partners as needed.
• Develop customer experience insights through direct customer interaction and NetSuite-internal feedback from other departments
• Identify solution expansion opportunities via high value relationship with Customers and internal teams.
• During engagement with Customers and Account Management, identify opportunities to take ownership of additional responsibilities that enhance Customer Satisfaction, influencing best practice definition and adoption across the team.

Preferred Qualifications / Skills :

• Solid understanding of SaaS / Cloud ERP, CRM, SFA, and / or OmniChannel Commerce business processes and user experience.
• Proficiency with ERP applications and core Business Processes required, with Oracle + NetSuite platform experience preferred.

This includes implementation, CSM, and / or end user experience.

• Demonstrated executive-level communication skills (process-first mindset, P&L acumen, negotiation & diplomacy)
• Must exhibit grace under pressure, execution drive and readiness to advocate for the Customer while balancing the needs of the company.
• Basic understanding of Saas / Cloud architectures, Analytics and Database technology is a plus
• Vertical-specific experience in Software, Services, Manufacturing, Retail, Channels & Alliances and / or Ecommerce desired
• Work is a varied blend of proactive and reactive responsibilities requiring independent judgment, self-drive and bias toward action.
• Bachelor level degree in Accounting, Finance or comparable strongly preferred.
• Project Management experience would be an asset.

At Oracle, we don’t just value differences we celebrate them. We’re committed to creating a workplace where all kinds of people work together.

We believe innovation starts with diversity and inclusion.

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Disclaimer :

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

Canada : Hiring Range from $76,700 to $167,000 CAD per annum

US : Hiring Range : from $79,000 to $158,200 per annum. May be eligible for bonus and equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following :

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee / Spouse / Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. 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.

9. 11 paid holidays

10. 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.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance