Oracle Senior Principal Consultant, Advanced Customer Support (ACS) - NetSuite Services in Belmont, California

To develop and manage the Oracle Support relationship with a designated large account, or small number of medium accounts, throughout the engagement and to maximize the customers use of Support Services, drive high degree of satisfaction and referenceability, and to protect and enhance Support revenue streams.

Represent the customer as a single point of contact within Oracle. Manage the contract, or delivery engagement as defined by Oracle Service Support (OSS). Develop and maintain relationships with senior management across lines of business and third parties. Plan and deploy Support activities to ensure effective delivery within agreed budgetary constraints. Advise the account on the effective and efficient way to use Oracle support services and products, tools, systems, interfaces and procedures. Assure and improve the quality of the service, and maintain accurate account information. Assist in the renewal of Support contracts, and contribute to pre-sales activities. Communicate opportunities for customers to engage with Oracle such as technical events and business seminars.

Job duties are varied and complex utilizing independent judgment. May have project lead role.

Oracle is an 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 and protected veterans status or any other characteristic protected by law.

Oracle | NetSuite is reinventing the engagement model for ourgrowing installed base of valued Customers. Specifically, the Advanced Customer Support (ACS) offering has beencreated to provide an umbrella subscription service - our first-everqualifying as cloud annual recurring revenue (ARR) - that provides functionaland technical ERP sustainment to drive continuous NetSuite improvement and value. Our team primarily fulfills the criticalinitial months of the service backstopped by our industry-leading SuiteReviewmethodology. With well over one hundredCustomers already under management and the accelerated enrollment of newCustomers, we are adding significant headcount in North America to meetdemand. If you have a passion forhelping Customers unlock the potential of their NetSuite investment and injoining a dynamic, fast-paced and highly strategic team, we would love to hearfrom you!

Responsibilities include:

Participate in the identification anddocumentation of customer s NetSuite value gaps leveraging our proprietarySuiteReview methodology

Participate in driving the approachto remediate gaps, and consensus with the Customer of same

Work with customers to remediate highestpriority gaps

Architect solutions for complexbusiness requirements, which may include configuration and/or integrationand/or technical components, in partnership with our dedicated TechnicalServices (TS) team

Define detailed functionalrequirements for automations and integrations to NetSuite

Work with TS team to design and unit testautomations and integrations

Perform quality reviews ofdeliverables developed by other team members

Continue to increase productknowledge and pursue relevant certifications

Collaboration with other ACS teams,including Technical Account Managers (TAMs), TS, TS, Point-of-sale (POS),Commerce, OpenAir, and Premier and/or Platinum Support

Follow essential internal businessprocesses aligned toward delighting our Customers

Preferred Qualifications include:

5 years of overall relevant verticaldomain experience in one or more of NetSuite s core vertical markets (GeneralBusiness/Consumer Products, Warehouse Distribution, Software, Manufacturing,Advertising Media & Publishing, Service, Retail)

Expert-level NetSuite platformexperience is strongly preferred, though competing vendor ERP solutions may beconsidered

5 years externalConsulting experience with sustained C-suite interactions

Experiencewith defining requirements for complex customizations and integrations

Strongcommunication skills

Ability to evolveCustomer s business processes based on leading practices

Finance/accountingbackground a plus

NetSuite ERP Consultant andadditional product certifications a plus

Passion for driving Customersatisfaction

Job: *Support

Organization: *Oracle

Title: Senior Principal Consultant, Advanced Customer Support (ACS) - NetSuite Services

Location: United States

Requisition ID: 18000CXR

Other Locations: Canada