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Practice Manager - Wholesale Distribution - NetSuite Advanced Customer Support (SuiteJobs-PSNA) (210004OT)


Customer Support Administrator



Lehi, Utah, United States

"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.Accountable for operational/financial metrics and overall business results of practice. Responsible for maintaining practice direction, ensuring quality of consulting delivery, and maintaining customer referenceability. 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.8 years of experience relevant to this position including 4 years of consulting experience and 2 years of project management leadership experience. Undergraduate degree or equivalent experience. Can lead, engage, mobilize and motivate multiple teams to accomplish goals. Product, technology or industry expertise relevant to the practice focus. Ability to travel as needed.*Oracle is an Affirmative Action-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, protected veterans status, age, or any other characteristic protected by law.**This is a remote/office based position which may be performed anywhere in the United States except for within the state of Colorado.**Summary:*The Practice Manager - Advanced Customer Support position will lead a team of resources responsible for delivering Advanced Customer Support (ACS) services. 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 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/quarterly subscription and extended hours. This role will manage a portfolio of 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 the Sr. Practice Director, Advanced Customer Support*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 teams 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*Ensure High Customer Satisfaction and Referenceability**o Become trusted adviser to the Customer through initial ACS intake process and throughout their ACS engagemento Display and mentor strong customer relationship skills needed in delivery of a subscription serviceo Team with ACS Directors, Account Management and Client Management teams to promote user adoption and effective use of NetSuiteo 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* 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* Cloud/SaaS application solution experience*Travel: ** As appropriate, able to travel on a modest to moderate basis./At Oracle, we dont just value differenceswe celebrate them. Were committed to creating a workplace where all kinds of people work together. We believe innovation starts with diversity and inclusion. /**Job:** **Consulting***Organization:** **Oracle***Title:** *Practice Manager - Wholesale Distribution - NetSuite Advanced Customer Support (SuiteJobs-PSNA)***Location:** *United States***Requisition ID:** *210004OT***Other Locations:** *Canada*"