Senior Practice Manager

at Oracle in Dover, Delaware, United States

SSenior Practice Manager – Advanced Customer Support – NetSuite Services – Apperal, Footwear & Accessories)

Summary:

Do you want to advance your career with the world’s first cloud company? Since 1998, Oracle NetSuite has been on a mission to deliver an agile, unified application suite that gives leaders a complete view into their business. Our team is growing, and we’re looking for people like you to help us make a global impact.

As the leading cloud business system, NetSuite includes financials, inventory management, HR, professional services automation, commerce, and more. Tens of thousands of customers all over the world trust NetSuite to give their businesses the visibility, agility, and control needed to make data-informed decisions quickly.

NetSuite is a place where you can build your career and have fun while doing so! We’re invested in our people, our customers, and the community. As part of Oracle, our benefits are second to none. Joining our passionate team means that you’re ready to take your career to the next level. With priceless learning opportunities, strong support, incredible innovation, and volunteer opportunities, NetSuite is committed to creating a workplace where everyone feels empowered and set up for success.

The Consulting Practice Manager – NetSuite Advanced Customer Support ( ACS ) position will lead a team of resources responsible for delivering ACS services in the Apparel, Footwear, & Accessories vertical. They will be responsible for team resource planning, working with other ACS Managers to ensure that services are assigned to the appropriate delivery teams for quality delivery. Key Leadership skills are required as this will be a team consisting of consultants with a range of experience, from one year to over twenty.

The ACS Practice Manager will be responsible for guiding and mentoring consultants in the delivery of ACS services using the existing ACS methodologies. They will be responsible for attaining a high level of customer satisfaction and quarterly utilization targets in the form of delivered ACS monthly subscription and extended hours. This role will manage a portfolio of premium ACS customers and ensure that quality standards for delivery are exceeded. They will be the first point of escalation for the customers within their portfolio.

Reports to an ACS Vertical Lead (Sr. Practice Manager, Practice Director, or Sr. Practice Director).

This manager-level position is responsible for a segment within a given practice focused on a specific industry, service line, technology center, specialty area or region. Responsible for managing the three main pillars of a practice: people management, portfolio/delivery management and sales enablement. Has profit and loss responsibility or financial/expense management of practice.

Career Level – M3

Responsibilities

Responsibilities

Detailed Responsibilities include:

Leadership

+ Lead a growing portfolio of ACS customers and manage delivery of subscription consulting services

+ Drive team and individual performance to achieve Target and Stretch Goals against a Balanced Performance Scorecard

+ Hire, develop and manage a team of new and experienced resources to fulfill ACS objectives

+ Provide coaching, mentorship to new employees and assist in career growth and development

+ Build team’s expertise and confidence in ACS delivery work, assess performance, and provide prompt and assertive feedback

+ Conduct regular 1:1 meeting(s) with direct reports and matrix-assigned reports

+ Handle day-to-day administrative tasks including time approvals, vacation, expense reports, etc.

+ Create and execute new programs, processes, and ACS initiatives

+ Prepare and communicate quarterly check-ins and annual performance reviews for direct reports

+ Work alongside Senior Leadership in building out the ACS Delivery Practice in North America

+ Support, enable and mentor our global GDC Matrix Management and Functional IC resources

+ Work with sales teams and assist in securing new ACS sales and renewal of ACS subscriptions

Delivery of ACS Services

+ Responsible for adhering to highest quality standards and performance metrics for ACS delivery

+ Increase the value of the NetSuite application for Customers

+ Follow and promote ACS methodologies for delivery of services

+ Responsible for a portfolio of customers subscribed to ACS Services to ensure quality and responsiveness for ACS Reviews and Case Work using a team of global resources

+ Coordinate the intake of new ACS customers via the SuiteReview methodology

+ Work with other NetSuite Sales, Support, Delivery, and Product organizations to ensure effective overall customer experiences

+ Achieve team Utilization and Renewal targets for ACS Services

+ Become trusted adviser to the Customer through initial ACS intake process and throughout their ACS engagement

Ensure High Customer Satisfaction and Referenceability

+ Display and mentor strong customer relationship skills needed in delivery of a subscription service

+ Team with ACS Leadership, Account Management and Client Management teams to promote user adoption and effective use of NetSuite

+ Monitor and follow up on customer satisfaction feedback as it relates to surveys or escalations

Preferred Qualifications/Skills include:

+ 8+ years of experience in ERP consulting, preferably in Supply Chain processes, ecommerce, POS and similar applications.

+ Proven solution leadership and staff management experience.

+ Experience implementing ERP Apparel, Footwear, & Accessories packaged application solutions

+ Demonstrated experience in translating customer business requirements into workable software solutions

+ Exceptional verbal and written communication skills

+ Strong experience in Change Management and Business Process Mapping

+ Excellent client management skills and the ability to work with customers to achieve their business goals

+ Escalation management experience

+ Global Delivery experience (working with employees and customers outside North America)

+ Cloud/SaaS application solution experience

Travel:

+ As appropriate, able to travel on a modest to moderate basis

Accountable for operational/financial metrics and overall business results of practice. Responsible for maintaining practice direction, ensuring quality of consulting delivery, and maintaining customer reference ability. Ensures that operational policies are followed and that business objectives are achieved by focusing on best practices and process improvements. Develops plans to successfully implement operational policies and achieves business plan. Is accountable for managing and growing a revenue stream and customer base. Typically manages individual contributors. May serve as advisor for moderately complex engagements.

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 $88,100 to $192,000 CAD per annum

US: Hiring Range: from $104,300 to $251,600 per annum. May be eligible for bonus, equity, and compensation deferral.

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 ter