Consulting Practice Manager

Job Description

Do you want to advance your career with the world's first cloud company?
Since 1998, Oracle NetSuite has been on a mission to deliver an agile, unified application suite that gives leaders a complete view into their business.
Our team is growing, and we're looking for people like you to help us make a global impact.
As the leading cloud business system, NetSuite includes financials, inventory management, HR, professional services automation, commerce, and more.
Tens of thousands of customers all over the world trust NetSuite to give their businesses the visibility, agility, and control needed to make data-informed decisions quickly.
NetSuite is a place where you can build your career and have fun while doing so!
We're invested in our people, our customers, and the community.
As part of Oracle, our benefits are second to none.
Joining our passionate team means that you're ready to take your career to the next level.
With priceless learning opportunities, strong support, incredible innovation, and volunteer opportunities, NetSuite is committed to creating a workplace where everyone feels empowered and set up for success.
Summary:

The Consulting Practice Manager – NetSuite Advanced Customer Support (ACS) position will lead a team of resources responsible for delivering ACS services in Horizontal Services.
They will be responsible for team resource planning, working with other ACS Managers to ensure that services are assigned to the appropriate delivery teams for quality delivery.
Key Leadership skills are required as this will be a team consisting of consultants with a range of experience, from one year to over twenty.
The ACS Practice Manager will be responsible for guiding and mentoring consultants in the delivery of ACS services using the existing ACS methodologies.
They will be responsible for attaining a high level of customer satisfaction and quarterly utilization targets in the form of delivered ACS monthly subscription and extended hours.
This role will manage the delivery of services on one or more horizontal services and ensure that quality standards for delivery are exceeded.
Responsible for managing the three main pillars of a practice: people management, delivery management and sales enablement.
Has profit and loss responsibility or financial/expense management of practice.
Responsibilities

Detailed Responsibilities include:

Leadership

Lead a growing practice of Horizontal Services and manage delivery of subscription consulting services

Drive team and individual performance to achieve Target and Stretch Goals against a Balanced Performance Scorecard

Hire, develop and manage a team of new and experienced resources to fulfill ACS objectives

Provide coaching, mentorship to new employees and assist in career growth and development

Build team's expertise and confidence in ACS delivery work, assess performance, and provide prompt and assertive feedback

Conduct regular 1:1 meeting(s) with direct reports and matrix-assigned reports

Handle day-to-day administrative tasks including time approvals, vacation, expense reports, etc.
Create and execute new programs, processes, and ACS initiatives

Prepare and communicate quarterly check-ins and annual performance reviews for direct reports

Work alongside Senior Leadership in building out the ACS Delivery Practice in North America

Support, enable and mentor our global GDC Matrix Management and Functional IC resources

Work with sales teams and assist in securing new ACS sales and renewal of ACS subscriptions

Delivery of ACS Services

Responsible for adhering to highest quality standards and performance metrics for ACS delivery

Increase the value of the NetSuite application for Customers

Follow and promote ACS methodologies for delivery of services

Work with other NetSuite Sales, Support, Delivery, and Product organizations to ensure effective overall customer experiences

Achieve team Utilization and Renewal targets for ACS Services

Ensure High Customer Satisfaction and Reference ability

Display and mentor strong customer relationship skills needed in delivery of a subscription service

Team with ACS Directors, Account Management and Client Management teams to promote user adoption and effective use of NetSuite

Monitor and follow up on customer satisfaction feedback as it relates to surveys or escalations

Preferred Qualifications/Skills include:

8+ years of experience in ERP consulting

Proven solution leadership and staff management experience.
Experience implementing ERP Financials packaged application solutions

Demonstrated experience in translating customer business requirements into workable software solutions

Exceptional verbal and written communication skills

Strong experience in Change Management and Business Process Mapping

Excellent client management skills and the ability to work with customers to achieve their business goals

Escalation management experience

Global Delivery experience (working with employees and customers outside North America)

Cloud/SaaS application solution experience

Travel:

As appropriate, able to travel on a modest to moderate basis

Career Level - M3

Responsibilities

Detailed Responsibilities include:

Leadership

Lead a growing practice of Horizontal Services and manage delivery of subscription consulting services

Drive team and individual performance to achieve Target and Stretch Goals against a Balanced Performance Scorecard

Hire, develop and manage a team of new and experienced resources to fulfill ACS objectives

Provide coaching, mentorship to new employees and assist in career growth and development

Build team's expertise and confidence in ACS delivery work, assess performance, and provide prompt and assertive feedback

Conduct regular 1:1 meeting(s) with direct reports and matrix-assigned reports

Handle day-to-day administrative tasks including time approvals, vacation, expense reports, etc.
Create and execute new programs, processes, and ACS initiatives

Prepare and communicate quarterly check-ins and annual performance reviews for direct reports

Work alongside Senior Leadership in building out the ACS Delivery Practice in North America

Support, enable and mentor our global GDC Matrix Management and Functional IC resources

Work with sales teams and assist in securing new ACS sales and renewal of ACS subscriptions

Delivery of ACS Services

Responsible for adhering to highest quality standards and performance metrics for ACS delivery

Increase the value of the NetSuite application for Customers

Follow and promote ACS methodologies for delivery of services

Work with other NetSuite Sales, Support, Delivery, and Product organizations to ensure effective overall customer experiences

Achieve team Utilization and Renewal targets for ACS Services

Ensure High Customer Satisfaction and Reference ability

Display and mentor strong customer relationship skills needed in delivery of a subscription service

Team with ACS Directors, Account Management and Client Management teams to promote user adoption and effective use of NetSuite

Monitor and follow up on customer satisfaction feedback as it relates to surveys or escalations

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

US: Hiring Range: from $106,100 to $251,600 per annum.
May be eligible for bonus, equity, and compensation deferral.
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 Oracle's 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:

Medical, dental, and vision insurance, including expert medical opinion

Short term disability and long term disability

Life insurance and AD&D

Supplemental life insurance (Employee/Spouse/Child)

Health care and dependent care Flexible Spending Accounts

Pre-tax commuter and parking benefits

401(k) Savings and Investment Plan with company match

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.
11 paid holidays

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.
Paid parental leave

Adoption assistance

Employee Stock Purchase Plan

Financial planning and group legal

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.
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