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

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

Preferred Qualifications

Oracle | NetSuite is reinventing the engagement model for our

growing installed base of valued Customers.

Specifically, the Advanced Customer Support (ACS) offering has been

created to provide an umbrella subscription service -- our first-ever

qualifying as cloud annual recurring revenue (ARR) -- that provides functional

and technical ERP sustainment to drive continuous NetSuite improvement and value. Our team primarily fulfills the critical

initial months of the service backstopped by our industry-leading SuiteReview

methodology. With well over one hundred

Customers already under management and the accelerated enrollment of new

Customers, we are adding significant headcount in North America to meet

demand. If you have a passion for

helping Customers unlock the potential of their NetSuite investment and in

joining a dynamic, fast-paced and highly strategic team, we would love to hear

from you!

Responsibilities include:

  • Participate in the identification and

documentation of customer’s NetSuite value gaps leveraging our proprietary

SuiteReview methodology

  • Participate in driving the approach

to remediate gaps, and consensus with the Customer of same

  • Work with customers to remediate highest

priority gaps

  • Architect solutions for complex

business requirements, which may include configuration and/or integration

and/or technical components, in partnership with our dedicated Technical

Services (TS) team

  • Define detailed functional

requirements for automations and integrations to NetSuite

  • Work with TS team to design and unit test

automations and integrations

  • Perform quality reviews of

deliverables developed by other team members

  • Continue to increase product

knowledge 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 business

processes aligned toward delighting our Customers

Preferred Qualifications include:

  • 5 years of overall relevant vertical

domain experience in one or more of NetSuite’s core vertical markets (General

Business/Consumer Products, Warehouse Distribution, Software, Manufacturing,

Advertising Media & Publishing, Service, Retail)

  • Expert-level NetSuite platform

experience is strongly preferred, though competing vendor ERP solutions may be

considered

  • 5 years external

Consulting experience with sustained C-suite interactions

  • Experience

with defining requirements for complex customizations and integrations

  • Strong

communication skills

  • Ability to evolve

Customer’s business processes based on leading practices

  • Finance/accounting

background a plus

  • NetSuite ERP Consultant and

additional product certifications a plus

  • Passion for driving Customer

satisfaction

Detailed Description and Job Requirements

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.

Job: Support

Location: United States

Other Locations: Canada

Job Type: Regular Employee Hire

Organization: Oracle