Client Manager – Resolution Mgmt Team – NetSuite Services

at Oracle
Published August 3, 2022
Location Atlanta, GA
Category Default  
Job Type Full-time  


Job Description

An experienced consulting professional who has a broad understanding of solutions, industry best practices, multiple business processes or technology designs within a product/technology family. Works directly with Consulting sales to analyze customer business needs.

Performs varied and complex duties and tasks that need independent judgment in order to design business solutions utilizing Oracle products and technology to meet customer needs. Operates independently by applying Oracle methodology, company procedures, leading practices, and creativity to develop business solutions on moderately complex customer engagements. 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. May lead solution design aspects of engagement(s) ensuring high quality and integrated business solutions. Demonstrates expertise in multiple business processes within one product family; or architects and designs technology solutions that address cross stack issues.

6-8 years of experience relevant to this position including 3-4 years consulting experience preferred. Undergraduate degree or equivalent experience. Broad product, technology or industry expertise. Ability to craft and articulate strategic solutions. In-depth knowledge of implementation methodologies and best practices. Knowledge of competitive & partner products, technology and solutions. Ability to travel as needed.

If you are a Colorado resident, Please Contact us or Email us at [Click Here to Email Your Resumé] to receive compensation and benefits information for this role. Please include this Job ID: 176420 in the subject line of the email.


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 transforming business around the globe by providing a cloud-based, unified system that delivers unprecedented capabilities to drive the business forward. Founded in 1998 as THE cloud ERP pioneer, NetSuite has transformed our customers' business operations without the high costs and inefficiency of on-premise systems.

Yes. We're absolutely serious. The scope of our opportunity is endless! And we can't do it without your help. We need thoughtful, talented, fearless, and multi-faceted team players who have a passion for customer advocacy.

What We're Looking For:

  • As a Resolution Management Specialist, you will join a collaborative team of business process and industry experts, managing critical customer escalations from understanding the Customer's' perspective, crafting a plan to resolve, and seeing it through to successful resolution. The ideal candidate has relevant industry experience in process improvement, accounting, or consulting on back-office best practices and proven executive-level communication skills to achieve trusted advisor status. The candidate also has relevant proficiency with ERP applications and core Business Processes required, with preferred Oracle + NetSuite platform experience. This includes implementation, CSM, and/or end-user experience.

What you'll do:

  • Manage complex escalations partnering with Account Management to understand the customer journey and overall context of the escalation, identify a plan for resolution, and project management to completion

  • Develop and leverage strong relationships within Oracle + NetSuite to accelerate resolution of customer escalations. This will include collaborating effectively with all internal teams (Support, QA, Engineering, PS, AMO, Channels, ACS) and NetSuite partners as needed.

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

  • Identify solution expansion opportunities via high value relationship with Customers and internal teams.

  • During engagement with Customers and Account Management, identify opportunities to take ownership of additional responsibilities that enhance Customer Satisfaction, influencing best practice definition and adoption across the team.

Preferred Qualifications / Skills:

  • Solid understanding of SaaS/Cloud ERP, CRM, SFA, and/or OmniChannel Commerce business processes and user experience.

  • Proficiency with ERP applications and core Business Processes required, with Oracle + NetSuite platform experience preferred. This includes implementation, CSM, and/or end user experience.

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

  • Must exhibit grace under pressure, execution drive and readiness to advocate for the Customer while balancing the needs of the company.

  • Basic understanding of Saas/Cloud architectures, Analytics and Database technology is a plus

  • Vertical-specific experience in Manufacturing, Retail, Channels & Alliances and/or Ecommerce desired

  • Work is a varied blend of proactive and reactive responsibilities requiring independent judgment, self-drive and bias toward action.

  • Bachelor level degree in Accounting, Finance or comparable strongly preferred.

  • Project Management experience would be an asset.

At Oracle, we dont just value differenceswe celebrate them. Were committed to creating a workplace where all kinds of people work together. We believe innovation starts with diversity and inclusion.



About Us

Diversity and Inclusion:

An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40+ years of change by innovating and operating with integrity while delivering for the top companies in almost every industry.

In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation.

Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business.

At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions.

Thats why were committed to creating a workforce where all individuals can do their best work. Its when everyones voice is heard and valued that were inspired to go beyond whats been done before.


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.

* Which includes being a United States Affirmative Action Employer

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