Applicants are required to read, write, and speak the following languages: English 

What We're Looking For:

As a Manager in the Customer Success practice, you will be responsible for leading and growing a global team of 10 talented CSMs (Customer Success Managers). CSMs form a collaborative team of business process and industry experts, driven to provide strategic guidance and advice to our existing customers to improve adoption and retention. The ideal candidate will have previous experience as a leader in a customer-facing Professional Services or Sales organization, and a proven ability to meet team goals and KPIs. The candidate will have exceptionally high standards for delivering quality customer interactions, and the ability to coach and motivate team members in the development of soft and hard skills. The candidate will be excited to lead and grow a global team with diverse backgrounds and experiences. In addition to team management, the ideal candidate will be motivated to establish and improve the practices of the growing team by providing input and collaborating directly with peers and CS management on the definition of new tools, processes and assets. The ideal candidate will be excited to grow their own skills and will have the ability to manage ambiguity and change while keeping laser-sharp focus on a single goal: making NetSuite customers successful.

What you'll do:

Manage a global team of 10 CSMs each working continuously with a portfolio of 18-25 Standard tier (emerging market) Customer Accounts. Track and enable your team’s ongoing engagements with customers: Establish and maintain high standards of functional/technical knowledge of NetSuite and NetSuite internal resources, which CSMs will leverage to encourage customers’ adoption of NetSuite. Motivate and enable team to deepen this expertise over time. Model and coach on effective customer communication methods, and support CSMs as they increase their communication footprint within the customer organization by driving access to decision makers. Collaborate with Strategic Initiatives teams and the Global Program office to develop and maintain tools, best practices, and pre-defined solutions for CSMs to engage with customers. Support the growth of the Customer Success practice by identifying trends, proposing and implementing improvements in regular activities, and collaborating with Customer Success practice peers to establish and model best practices. Collaborate with other stakeholders throughout the organization who are responsible for ensuring Customer Success: Account Management (AMO), Solution Consulting, Professional Services, Advanced Customer Support (ACS) Delivery teams, and Technical Support. Recruit and retain talent; provide mentorship and support the development of your CSMs to create a high-performing team with diverse talents and backgrounds. Be measured on the following metrics for your team’s portfolio of accounts: C-Sat, ARR, Retention, Referenceability. Maintain NetSuite product expertise and NetSuite Certifications Guide your team of CSMs as they develop a deep understanding of their customers’ business processes, goals, and strategies in relation to their use of NetSuite and adjacent systems. Coach CSMs to proactively provide advice, assistance and resources to help their customers generate value from the products and services they have purchased. Ensure CSMs build and advise on execution of a strategic roadmap for customers in their portfolio, aligning customers’ long-term strategic plans with near-term quick wins. Drive your team to attain measurable value and system health based on a deep understanding of their customers' business needs and NetSuite usage, and be accountable for your team’s results.

Preferred Qualifications / Skills:

Functional experience with NetSuite ERP or similar ERP software (Oracle Fusion, Acumatica, Infor, Microsoft Dynamics, Intacct, QuickBooks). Previous NetSuite product experience​ and NetSuite ERP Certification strongly preferred but not required. Previous experience managing or fulfilling leadership functions in a customer-facing team such as Consulting, Audit, Sales or Customer Support. Proven ability to coach and guide team with varied levels of experience. Proven ability to collaborate with peers and management team to establish, improve and disseminate operational practices in a high-growth environment. Ability to work effectively with team members locally and remotely via phone and Zoom. Prior experience managing globally distributed resources in customer-facing environments (as a line manager or engagement manager). Proven success in a fast-paced environment working with multiple customers and internal stakeholders in Sales roles. Exceptional written and verbal communication skills, analytical skills, and presentation skills. Proven ability to communicate effectively with C-Suite level executives. Curiosity and desire for continuous learning and improvement. Proven success developing knowledge with both guided and independent learning. Passion for NetSuite and the success of NetSuite customers, and the drive to help customers implement the very best solutions for their businesses.

Why NetSuite?
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 NetSuite has transformed the business operations of our customers without the high costs and inefficiency of on-premise systems.

At Oracle NetSuite, we care!  We care about the evolution of people and business and making life a bit easier. We focus on encouraging productivity, accomplishments and job success through powerful cloud technology.  We listen to the needs of our customers and users, we are passionate about fulfilling our mission to enable companies to realize their vision on the very best technology. We are looking for experts to join our NetSuite family to accelerate the evolution of our technology. By putting together a dynamic and passionate team of designers, writers, researchers, developers, and product managers we will be able to delight our customers by designing and executing next generation solutions that focus on insight, control, automation and agility.

The scope of our opportunity is endless! Yes. We’re absolutely serious. And we can’t do it without your help. We need thoughtful, talented, fearless and multi-faceted team players who love empowering users with extraordinary user experiences.

One word — Transformation. At NetSuite, we believe the cloud is here to stay and so do our 20,000+ customers. Transform your career at NetSuite. At NetSuite we work hard and we work smart. We hire fierce competitors. We hire individuals that are fearless trail blazers. NetSuite employees take the hill: we prefer action over inaction, we are tireless in our mission and we pause to celebrate our success. And we DO celebrate, because if you don’t have fun along the way, then what’s the point?

NetSuite is transforming how its customers do business. If you want to transform your career, apply now.

 

Detailed Description and Job Requirements

The Manager, Customer Success, will be responsible for directly managing a team of 7-10 Customer Success Managers (CSMs). As members of the Advanced Customer Support team within the Customer Success organization, CSMs provide functional, technical advice and strategic guidance to customers within their portfolio in order to drive adoption of the NetSuite system and increase the value of the customers’ NetSuite investment. The Manager, Customer Success Manager Program will coach and enable their team’s ongoing activities and be accountable for the team’s performance.

The Manager, Customer Success Manager Program will have daily activities that include assigning and tracking the team’s activities, supporting team members as they execute the customer engagement motion, and coaching team members to achieve high performance. The Manager will be expected to actively support the onboarding of new team members as they complete a two-month ramp process, and set expectations and guidance for ongoing learning and development for all team members. The global Customer Success Manager practice boasts a diverse set of strengths, expertise and backgrounds and the Manager will be expected to work with peers to recruit, nurture and grow individuals’ skills.

CSMs work with a large portfolio of customers, and will work closely with other NetSuite teams such as Account Management, Professional Services, and Advanced Customer Support. The Manager will need to possess a high degree of comfort working simultaneously with multiple stakeholders and be able to maintain familiarity with their team’s numerous customer engagements. The manager will be expected to assist team members with bandwidth constraints, prioritization of tasks in the immediate-term, and coordinating with multiple stakeholders in order to achieve the desired long-term results for customers.

In addition to overseeing and guiding the customer engagements of their direct reports, the Manager will be expected to contribute to the growing practice by working with peers and CS organization Management to establish and implement operational best practices. The Manager will help define tools and assets that will be used by peers and CSMs across the practice.

 

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.

Career Level - M2