NetSuite Customer Success Manager

3 weeks ago

Philippines PS Global Consulting Full time

Overview

As a CSM, you will develop long-term relationships with your portfolio of assigned customers, connecting with key business executives and IT stakeholders, developing an understanding of their business requirements and goals, and how they are using NetSuite. Leveraging this customer knowledge, and your NetSuite expertise, you will provide adoption, industry and implementation best practices strategies to ensure your customers maximize value from their investment in NetSuite. In addition, you will drive value creation by leading mini-projects and collaborating with Account Managers to identify upsell opportunities, providing solution recommendations to accelerate deal closures and enhance customer growth.

Responsibilities
  • Develop a trusted advisor relationship with customer key stakeholders and executive sponsors such that all NetSuite activities are closely aligned with the customer\'s business case and business strategy, allowing the full potential of their NetSuite solution to be realized.
  • Review customer’s current usage of NetSuite to determine if challenges are the result of functionality gaps, implementation/ customization gaps or training gaps. Be able to communicate findings with appropriate teams (i.e. Oracle NetSuite Principal team, Account Management, Marketing, Professional Services and Leadership).
  • Identify opportunities for adding greater value applicable to customer’s business strategies.
  • Navigate and advise on efforts related to complex customer requests or projects involving other 3rd party solutions and enterprise systems, escalating for assistance if needed.
  • Drive overall customer satisfaction, additional product adoption and ultimately subscription renewals.
  • Anticipate customer requirements and possible challenges - make our customers successful
  • Identify and assess renewal risks within the customer base.
  • Conduct training sessions with customers to improve the adoption rate.
  • Project Management of proposed change request activities on projects.
Qualifications
  • Ability to diagnose, prioritize and drive resolution to escalations, properly following defined CM processes.
  • Ability to coordinate internal resources; Account Management, Development Executives, Incident Response, Operations, Product Management, Professional Services, Quality Assurance, Release and Support to understand and address Customer problems resulting in an escalation
  • Ability to communicate externally with customer resources : Administrator, CEO, Line of business owners and all roles using NetSuite
  • Aptitude both for analyzing technical concepts and translating them into business terms, and for mapping business requirements to technical features and crafting a solution that combines a mix of training, product and recommended process changes
  • Ability to prioritize and balance multiple, on-going projects and adhere to project deadlines.
  • Strong knowledge of Software companies business processes and best practices
  • Experience working across different cultures and nationalities
  • Solid leadership and people management skills
  • Outstanding verbal and written communication skills and ability to communicate ideas and information effectively, clearly and concisely.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Consulting and Information Technology
Industries
  • IT Services and IT Consulting
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