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Job Description

As a Senior Client Manager, you will join a collaborative team of seasoned practitioners and Subject Matter Experts, managing critical Customer escalations focused on Accounting, Core Financials and Enterprise Performance Management. You will take ownership of complex Customer issues, develop resolution plans, and drive them to successful completion while ensuring a high-quality Customer Experience. You will also build trusted relationships across the org - Sales, Customer Success, Product Management. In addition, you will capture trends and themes across the Customer Journey and provide continuous improvement feedback in Go-To Market, Product Strategy and related forums.

Responsibilities include:

* Lead continuous improvement initiatives and address escalations across internal and Partner teams using solid understanding of Customer business process requirements and Oracle + NetSuite platform functionality.

* Work proactively to analyze the Customer Journey at Oracle + NetSuite and identify opportunities for continuous improvement in Oracle + NetSuite products and services to reduce churn, enhance ARR and enable Customer Success.

* Applied Industry-specific knowledge and expertise in Manufacturing, Wholesale/Distribution, Software or Services with a preference for individuals who also possess experience in core Financials and Accounting ERP processes.

* Manage and resolve complex Customer escalations via fundamental proficiency with NetSuite platform functionality.

* Develop and leverage trusted relationships with internal teams (Account Management, Support, QA, Engineering, Professional Services, Partner Mgmt, Advanced Customer Support, senior leadership) and across the Oracle + NetSuite ecosystem to ensure successful outcomes and provide real-time feedback to product and operations teams.

* Drive maximum adoption of Oracle + NetSuite solutions in conjunction with Client and Partner needs

* Place the client first in everything with focus on first year of experience with Oracle + NetSuite: Time-to-value, initial adoption & satisfaction, business results and Customer Satisfaction

* Develop customer experience insights through direct customer interaction and NetSuite-internal feedback from other departments

* Identify solution expansion opportunities via high value relationships with Clients, Partners and internal teams

* Ensure Partners and Clients realize the value of their investment with Oracle + NetSuite to ensure they remain a long-term customer.

* Provide input into the Customer Success Methodology and direction.

* Embrace leadership roles toward improvement of the team.

Preferred Qualifications include:

* Strong understanding of SaaS/Cloud ERP business processes and user experience.

* Proficiency on the Oracle + NetSuite platform including implementation consulting, Customer-employed and/or Partner-employed experience.

* Fundamental understanding of Oracle + NetSuite’s core functionality, Analytics and Support architecture.

* Vertical-specific experience in Manufacturing, W/D, Services and/or Software

* Strong preference for prior Executive or Sr Leadership experience (C-Level, VP, Director...)

* Demonstrated executive-level communication skills (process-first mindset, strategy articulation, P&L acumen, negotiation & diplomacy)

* ERP Consulting experience strongly preferred

* Familiarity with Oracle + NetSuite’s Direct, AMO and/or Revenue model & selling motion a plus.

* Ability to exhibit grace under pressure, execution drive and readiness to advocate for the Client while balancing the needs of Oracle + NetSuite.

* Bachelor level degree in Accounting, Finance or comparable area strongly preferred. MBA or other relevant graduate degree a plus.

* English language read/write/speak proficiency.

Responsibilities

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.

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Oracle uses Artificial Intelligence in our recruiting process. Read more about it in our Recruiting Privacy Policy (https://www.oracle.com/legal/privacy/recruiting-privacy-policy/) .

Range and benefit information provided in this posting are specific to the stated locations only

CA: Hiring Range in CAD from: $103,700 to $153,700 per annum.

US: Hiring Range in USD from: $97,500 to $199,500 per annum. May be eligible for bonus and equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - IC4

Vacancy Type - Replacement Position

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing [email protected] or by calling +1 888 404 2494 in the United States.

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. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.