Job Description
Job Description
Our partner is looking for a seasoned Customer Success Manager with 4+ years’ experience, delivering direct full life cycle NetSuite implementations, managed services, and support.
In addition, a background in Client Relationship Management, Project Management, and Team Leadership is desired. The ideal candidate will have a deep understanding of the Customer Experience with the drive and responsibility to be their Trusted Advisor.
They will align closely with account teams, consult with business solutions experts, and build a success strategy to support the customer post Go-Live.
This position is an integral part of a long-term relationship with customers, and the efforts put forth by this individual will directly impact the value realized and the ultimate success of that partnership.
The CSM will develop and maintain strategic proficiency on NetSuite products and services, help integrate, adopt, and deliver success criteria to maximize the customer’s investment by working proactively to be the ultimate voice of the customer.
This position will require to be a working NetSuite consultant supporting the customer as well as having the ability to assign to other team members as needed.
Responsibilities :
- Perform in a leadership role within the NetSuite Practice by leading delivery of managed services customers through strong relationship-building, product knowledge, planning, and execution
- Implementing and configuring NetSuite : This involves working with clients to understand their business processes and requirements, and then designing and implementing NetSuite solutions they meet those needs.
This may involve configuring NetSuite modules, customizing workflows, and integrating with other systems.
- Create, plan and drive Customer Success Plans. Retain long-term relationships through advocacy by providing value throughout the customer partnership be a trusted advisor
- Perform in a leadership role within the NetSuite Practice by leading client delivery teams, sharing your individual subject matter expertise, and being a primary liaison to our clients
- Analyze data independently to discover insights that drive operational recommendations
- Identify risks, KPIs, and opportunities for improvement and collaborate with internal teams to develop clear plans of action
- Establish and oversee the customer’s adoption, ensure training needs are met, and develop best practices to remove friction, reduce manual workflows and to continually drive the customer return on investment (ROI) and long-term-value (LTV)
- Proactively identify and mitigate account risk, prevent churn
- Responsible for delivering on key measures of performance to include client satisfaction (NPS), utilization, consumption of clients' contracted hours, SOW creation
- Assures quality of delivery to clients and manages escalation
Qualifications :
- Minimum 4 years NetSuite experience preferred (2 years required)
- Experience facilitating design and configuration of NetSuite
- Experience with data conversions, interfaces / integrations, reporting, and customizations to NetSuite applications
- Ability to lead workshops, including the gathering / documenting of requirements and use-cases and recommendation of envisioned processes
- Ability to assess functional and technical gaps in designs
- Experience training and supporting end users in NetSuite
- Experience testing NetSuite application instances to successfully validate application setups, including input to test plans, test scenarios, and test scripts is required
- Minimum of 4 years Customer Success / Service Delivery / Consultant experience
- NS SuiteFoundations Certification preferred
- Basic understanding of all core business areas with a specialized understanding in financials or operations
- Experience in the following NetSuite Modules :
- Financials : Fixed Assets, Advanced Financials, Revenue Management, OneWorld, Basic Inventory, Sales and Procurement
- Operations : Advanced Manufacturing, Advance Procurement, Advanced Inventory Management, WIP and Routings, WMS, Supply Allocations, MRP / Demand Planning
- Proven ability to lead, motivate and build teams that deliver services and solutions that surpass client expectations
- Experience working in a performance driven culture with goal setting and defining & measuring customer KPIs
- Strong ability to communicate, present, and influence effectively at all levels of an organization
- Strong client empathy, a deep understanding of a customer’s business use case, value drivers, and passion for solving complex business problems and articulating those needs to internal stakeholders
- Ability to multi-task and provide excellent follow-up in a fast paced, multiple account environment
- Excellent time management skills with the ability to track numerous details and competing priorities
- Ability to travel as necessary up to 15% possible (if / when safe to do so)
- Client Relationship skills and a likable personality
- This position would require 2 days in office if close to Plano, Texas (relocation is available) or this position is also open to remote for those based in US or Canada.
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