Oracle Advanced Customer Support (ACS) Practice Director in London, United Kingdom
Advanced Customer Support (ACS) Practice Director
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
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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
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, SalesForce.com,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).
Location: GB-GB, UK-London
Other Locations: GB-GB, UK-Reading
Job Type: Regular Employee Hire
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