Job Information
Oracle Consulting Practice Manager – NetSuite Advanced Customer Support (ACS) in Uruguay
Job Description
The Consulting Practice Manager – NetSuite Advanced Customer Support (ACS) position will lead a team of resources responsible for delivering ACS services in the Manufacturing business 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.
Preferred Qualifications/Skills include:
8+ years of experience in ERP consulting, preferably in Supply Chain processes and applications.
Proven solution leadership and staff management experience.
Experience implementing ERP Financials 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
Career Level - M2
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 meetings 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
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 Directors, 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
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Disclaimer:
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