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Oracle Sr Specialist - Resolution Mgmt Team - NetSuite Services in Cambridge, Massachusetts

As a recognized authority and leading contributor within the practice, this senior-level consulting professional has broad understanding of solutions, industry best practices, multiple business processes or technology designs across multiple product/technology families. Works directly with Consulting sales to analyze customer business needs.

Exercises judgment and business acumen in selecting methods and techniques to design non-routine and complex business solutions utilizing Oracle products and technology to meet customer needs. Influences customer leadership in acceptance of Oracle solutions and services to facilitate the closing of consulting deals. Contributes to statements of work, work breakdown structures and/or level of effort and staff plans. Presents and demonstrates solutions to customers. Builds and maintains a network and up-to-date specific industry or product knowledge. Responsible for transitioning deal knowledge to implementation team. Leads the domain specific solution design aspects of engagement(s) ensuring high quality and integrated business solutions. Anticipates project risks and suggest risk mitigation to project manager. Resolves complex customer issues by recommending solutions. Demonstrates expertise in multiple business processes across two or more product families or ability to architect and design technology solutions encompassing multiple products.

8-10 years of relevant experience including 4 years of consulting experience. Prior team lead or manager experience. Undergraduate degree or equivalent experience. Broad product, technology or industry expertise. Ability to craft and articulate strategic solutions. In-depth knowledge of implementation methodologies and best practices. Knowledge of competitive & partner products, technology and solutions. Ability to travel as needed.

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.

Responsibilitiesinclude:

-{PS..0}->Manage complex escalations partnering withAccount Management to understand the customer journey and overall context thatis driving the escalation, identify plan for resolution, and project manage tocompletion

-{PS..1}->Develop and leverage strong relationships withinOracle NetSuite to accelerate resolution of customer escalations. This will include collaborating effectivelywith all internal teams (Support, QA, Engineering, PS, AMO, Channels) andNetSuite partners as needed.

-{PS..2}->Develop customer experience insights throughdirect customer-interaction and NetSuite-internal feedback from otherdepartments

-{PS..3}->Develop and implement resolution playbooks forcommon escalation scenarios, while driving towards elimination of the rootcauses of the escalation scenario

-{PS..4}->Identify solution expansion opportunities viahigh value relationship with Customers and internal teams.

-{PS..5}->During engagement with Customers and AccountManagement, identify opportunities to take ownership of additionalresponsibilities that enhance Customer Satisfaction, influencing best practicedefinition and adoption across the team.

-{PS..6}->Provide input into the Resolution Management Methodologyand direction.

PreferredQualifications include:

-{PS..7}->Strong understanding of SaaS/Cloud ERP, CRM, SFA,and/or OmniChannel Commerce business processes and user experience.

-{PS..8}->Proficiency with ERP applications and coreBusiness Processes required, with Oracle NetSuite platform experience preferred. This includes implementation, CSM, and/orend user experience.

-{PS..9}->Demonstrated executive-level communicationskills (process-first mindset, P&L acumen, negotiation & diplomacy)

-{PS..10}->Must exhibit grace under pressure, executiondrive and readiness to advocate for the Customer while balancing the needs ofthe company.

-{PS..11}->Basic understanding of Saas/Cloud architectures,Analytics and Database technology is a plus

-{PS..12}->Vertical-specific experience in Manufacturing,Retail, Channels & Alliances and/or Ecommerce desired

-{PS..13}->Work is a varied blend of proactive and reactiveresponsibilities requiring independent judgment, self-drive and bias towardaction.

-{PS..14}->Bachelor level degree in Accounting, Finance orcomparable strongly preferred. MBA or other relevant graduate degree aplus.

-{PS..15}->Project Management experience would be an asset.

-{PS..16}->Ability to perform 10% business travel.

Job: *Consulting

Organization: *Oracle

Title: Sr Specialist - Resolution Mgmt Team - NetSuite Services

Location: CAN-CA,Canada-Toronto

Requisition ID: 19000OAA

Other Locations: United States, Canada

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