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Oracle Advanced Customer Support (ACS) Practice Director in London, United Kingdom

Advanced Customer Support (ACS) Practice Director

Preferred Qualifications

ProfessionalServices: PS Advanced Customer Support(ACS) Practice Director

Why Oracle NetSuite?

One word - transformation .

At Oracle NetSuite, we believe the cloud is

here to stay and so do our 20,000 customers. We believe businesses should

not be bogged down by the overhead of bulky data centers and expensive

personnel to run it all. Businesses need to be lean, efficient and

agile. NetSuite is literally transforming business around the globe by

providing a cloud-based, unified system that delivers unprecedented

capabilities to drive business forward. Founded in 1998 as THE cloud ERP

pioneer, today Oracle NetSuite has transformed the business operations of our

customers without the high costs and inefficiency of on premise systems.

Transform yourcareer at Oracle NetSuite

At Oracle NetSuite

we work hard and we work smart. We hire fierce competitors. We hire

individuals that are fearless trail blazers. Oracle NetSuite employees

take the hill, we prefer action over inaction, we are tireless in our mission

and we pause only to celebrate our success. And we DO celebrate, because

if you don’t have fun along the way, then what’s the point?


The ACS PracticeDirector is responsible for ensuring we effectively manage, grow and

support our base of ACS customers. The successful candidate will manage a team

of ACS resources, as well as support all resource planning and staffing via the

Practice Managers. Furthermore, the role will manage the ACS portfolio and

ensure that quality standards for delivery are exceeded. The ACS Practice Director will serve as an

escalation point for engagements and assist the team where there is conflict or

complexities with delivery that need support. As well as being a key resource

for internal practice development efforts, this person will train and mentor the

Practice Managers.


Support and maintain Reoccurring Revenue Protection

  • Ensure customer ACS retention

  • Manage customer portfolio to ensurequality, on-time and on-budget support using a mix of global resources Ensure High Customer Satisfaction and Referencability

  • Responsible for adhering to highestquality standards in ACS delivery

  • Support a team of Practice Managersand Consultants in their execution of ACS delivery

  • Manage executive-level customerrelationships and provide team oversight through NetSuite ACS offerings

  • Responsible for supporting the ACSstaffing and resource scheduling for the ACS portfolio

  • Contribute to company’s focus onverticalisation through participation in internal cross-departmentalinitiatives Increase Engagement and Capabilities of ACS Resources

  • Support the hiring, training andmanagement of a team of new and experience resources to fulfil Practiceobjectives

  • Provide coaching and mentoring toassist in resources’ career development

  • Build team’s expertise andconfidence in ACS delivery Qualifications/Skills

  • Bachelor’s degree or recognisedequivalency or achievement of recognised professional level

  • 8 to 10 years of experience insystems applications consulting, either internally via an IT organisation orexternally with a consulting firm or software provider

  • PMP / PRINCE2 preferred

  • Strong background inmid-market and enterprise-level customer support

  • Demonstrated experience intranslating customer business requirements into workable software solutions

  • Exceptional verbal and writtencommunication is required with previous experience creating Statement of Workfor new and existing customers

  • Excellent customer managementskills and the ability to work with customers to develop and manage animplementation plan

  • Comfortable interacting withC-level customers

  • Consulting and managementexperience in a SaaS environment is a plus

  • Previous consulting experiencewith the following applications: QuickBooks, Great Plains,,Upshot, ACT, Goldmine, MAS 90, Siebel, Oracle, SAP, PeopleSoft, JD Edwards TRAVEL:

  • Travel will be 10 – 20%for this role

Detailed Description and Job Requirements

This director position is responsible for managing business operations and resources of a given practice that can be defined by 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 strategic direction, ensuring profitable growth of the practice, quality of consulting delivery, and maintaining customer referenceability. Develops strategy and plans to successfully implement operational policies and achieve business objectives. Accountable for managing and growing a significant revenue stream and customer base. Typically manages multiple first line managers and/or senior level individual contributors. Resolves staffing issue in complex engagements. May serve as advisor or project sponsor role for moderately complex engagements.

10 years of experience relevant to this position including 5 years of consulting experience and 2 years of project management leadership experience. Direct line Management experience including project, people, customer, financial management preferred. Product, technology or industry expertise relevant to the practice focus. Ability to develop and maintain relationships at the executive level. Undergraduate degree or equivalent experience. Ability to travel as needed.

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).

Job: Consulting

Location: GB-GB, UK-London

Other Locations: GB-GB, UK-Reading

Job Type: Regular Employee Hire

Organization: Oracle