NetSuite Customer Service Manager (CSM) Individual Contributor

Description

The Customer Success Manager (CSM) plays a critical role in ensuring clients achieve meaningful business outcomes through the effective adoption and optimization of Oracle-NetSuite solutions.
This role blends customer success strategy education-led adoption and relationship management while acting as a unified point of contact to guide customers toward their desired business outcomes while coordinating internal and partner teams for seamless execution and ensuring the customer sees the benefit of the services provided.

The ideal candidate is a strong coach and facilitator with experience in business process improvement ERP-enabled transformation exposure to change management and capable of translating customer priorities into actionable plans and measurable results.

The CSM maintains a services-oriented approach with a strong focus on customer health retention and operational excellence.

Responsibilities

Key Responsibilities:

• Build and advise on execution of strategic adoption roadmaps that connect near-term quick wins to long-term plans; recommend optimization opportunities including additional NetSuite capabilities or predefined solutions where appropriate.
• Monitor client health and usage metrics; listen to customer priorities and provide proactive iterative advisory guidance that connects system capabilities to business goals aligning deliverables to outcomes and steering issues to resolution.
• Own engagement governance timeline scope change management and user adoption plans; serve as the unified point of contact to secure decision-making and buy-in accountable for driving the customers desired business outcomes. Leverage education-led approaches and best practices to increase adoption and ROI.
• Collaborate across Account Management Solution Consulting Customer Success Delivery (CS) Advanced Customer Support (ACS) Technical Support and partner teams to ensure smooth transitions clear governance and risk/issue mitigation throughout the customer journey.
• Orchestrate issue escalation and resolution by coordinating identified internal team resources; synthesize options and recommend paths that accelerate time-to-value.

• Maintain a deep understanding of NetSuite functionality relevant industry standards and common back-office processes (e.g. Accounting Inventory Projects/Services) to advise on best practices and address customer business challenges.
• Provide updates and potential guidance to billable delivery teams performing hands-on configuration without performing hands-on configuration yourself.
• Strategize plan and coordinate targeted enablement activities (e.g. UAT go-live postgo-live refreshers SME enablement) using adult-learning techniques and process-based training to drive adoption of the configured NetSuite system.
• Identifying product expansion up-selling and cross-selling opportunities and collaborating with the sales team as appropriate.
• Support Account Management Organization (AMO) in achieving successful renewals by proactively identifying expansion opportunities monitoring customer satisfaction and health metrics sharing customer feedback/sentiment and curating success stories that document measurable outcomes to demonstrate ROI and reinforce renewal value.
• Communicate effectively with executive and functional stakeholders; present insights recommendations and outcomes in a concise impactful way that influences decisions and accelerates adoption.
• Create and maintain unique Customer Success Plans per account (goals use cases milestones risks owners KPIs). Deliver Business Reviews with executive sponsors.
• Apply a defined risk framework (red/yellow/green) run root cause and corrective action for material issues and document closure and lessons learned.

Preferred Qualifications & Skills:

• Bachelors degree in Business Education Psychology Behavioral Science or a related field.
• 5 years experience in client-facing advisory or project/program management roles.
• Experience with NetSuite ERP or similar (Oracle Fusion Acumatica Infor Microsoft Dynamics Intacct QuickBooks) is preferred. Equivalent will be considered.
• Strong facilitation and stakeholder management skills. Excellent written and verbal communication; ability to influence and present to Csuite stakeholders.
• Proven problem-solving negotiation and consultative skills; ability to frame functional solutions to complex challenges and present them clearly to executives and practitioners.
• Hands-on experience of ERP-related standards and business practices in common industries with understanding of solution architectures knowledge of industry standards and best practices common challenges and pain points and industry-specific applications and solutions.
• Strong presentation training and group facilitation skills; familiarity with adult learning and audience engagement techniques for varied audiences.
• Demonstrated program management skills including cross-functional collaboration risk assessment and mitigation.
• Stakeholder mapping and executive alignment skills; comfort facilitating workshops and EBR/QBRs with senior leaders.
• Data analysis and customer journey mapping experience.
• Ability to exercise discretion in prioritizing risks/issues navigating ambiguity and independently recommending mitigation strategies and process improvements.
• Curiosity continuous learning mindset and success operating in fast-paced cross-functional environments.

Collaboration Model and Boundaries:

• The CSM does not own commercial activities (renewal execution pricing contract terms upsell/cross-sell billing/collections); AMO owns those motions. The CSM may be consulted or informed as appropriate.
• Document all touchpoints health updates and Success Plans in approved systems; maintain CRM hygiene and partner with AMO for commercial visibility without assuming commercial ownership.

Why Oracle NetSuite

Join a dynamic passionate team and help customers unlock the full value of cloud business solutions. Be part of a global transformation where your impact supports client success business growth and lasting partnerships.

At our core we are a highly collaborative team that values open knowledge sharing peer support and collective problem-solving. We foster an environment where the well-being of our employees is prioritized and everyones unique experiences and strengths are recognized as key to community success. Passion for helping customers succeed is at the heart of what we do. We thrive on the opportunities brought by a rapidly changing business landscape and believe in building a diverse inclusive groupwhere our combined abilities and perspectives create lasting impact for both our clients and each other. If you are energized by teamwork personal growth and making a meaningful difference for customers you will find a welcoming home here.

Qualifications
Disclaimer:

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

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

CA: Hiring Range in CAD from: $76700 to $167600 per annum.
US: Hiring Range in USD from: $79100 to $158200 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 Oracles 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 - IC3