Job Description

Job summary

You’ll be a key part of the Customer Success EMEA, NetSuite leadership team, with the main objective to drive and support the strategies and plans to deliver the business objectives working in collaboration with the CS leadership team and licence teams. To lead operational excellence and drive the overall consulting delivery across CS EMEA that will enable the successful, efficient, and effective operation of the NetSuite Customer Success, EMEA Consulting organisation.

• This includes reporting to and directly partnering with the Customer Success Leader EMEA, NetSuite Customer Success on strategic and tactical planning.

• Develop and implement optimal consulting delivery model, meeting the overall Oracle NetSuite delivery metrics and driving growth and engagement across EMEA.

• Pro-actively monitors the day-to-day operations of the consulting business unit and anticipates where issues can occur and collaborate with all key stakeholders to mitigate/improve

• Drives strategic initiatives in a proactive way that bring value to the business unit, liaising with various stakeholders.

• Responsible for the overall efficiency and effectiveness of the CS EMEA consulting organisation and champions close working relationships with internal and external key stakeholders to ensure the CS EMEA consulting organisation is successful and meets its metrics.

• Lead the following functions, RMO, consulting enablement, Project Delivery and Escalation Management, Utilisation, consulting revenue management, headcount and resources across the region including onshore, nearshore and GDC resources.

#LI-Hybrid

Career Level - M5

Responsibilities

What you will do:

People Management

• Creating an inspiring and inclusive team environment with an open communication culture across consulting.

• Driving employee engagement and strategies to retain and attract talent

• Managing talent and team performance

• Develop headcount plans and management recruitment across the region which align to overall EMEA strategy.

Business Planning & Execution:

• Contribute to defining and driving Line of Business strategy and implementation for consulting inline with overall CS strategy and EMEA sales strategy.

• Works with senior leadership team and licence organisation to review and define optimal service models across different products and regions, enabling the organisation to meet financial, customer retention and employee engagement objectives, supporting the growth of NetSuite EMEA.

Business and change management initiatives:

• Act as an interface between NetSuite CS EMEA key functions to identify and resolve critical business issues

• Ensure with leadership team that resourcing plans are meeting business objectives of delivering customer excellence.

• Drive business improvement by reviewing and improving key business processes across NetSuite EMEA consulting organisation in collaboration with entire EMEA leadership team.

Enablement

• Support and drive the CS Consulting EMEA organisation enablement roadmap ensuring a broad coverage of skills required to support the products sold.

• Help identify /create development program for frontline managers to ensure they have the skills, knowledge, processes and tools required to lead their teams effectively.

• Ensure there is a comprehensive on-boarding program for CS consulting EMEA leading to faster engagement and utilisation.

Business Insight and Forecasting Excellence

• Provide business insight and recommendations to meet/overachieve business expectations

• Define and adapt KPI’s based on business objectives defined by the CS EMEA Leader.

• Regular review of KPI’s against objectives

• Manage and prepare consulting QBR and reporting packs inline with requirements outlined by the CS EMEA Leader.

• Provide governance and support hours forecast accuracy and predictability.

• Proactively highlight possible gaps and risk areas

Governance and Strategic Programs

• Takes leadership of the day to day management of consulting: Forecasts, engagement, head count, skills coverage, territory management as well as Strategic and Tactical reviews.

• Define success criteria and business management metrics for Consulting inline with overall CS strategy outlined by the CS EMEA Leader.

• Manage and control all project overages and underages.

• Manage and control customer satisfaction in line with CS EMEA Leader directives.

• Act as first line control for customer escalations

• Act as custodian for key consulting metrics across the region for resource engagement, utilisation, project mobilisation and resourcing, revenue generation and budgets by region.

Experience & educational/knowledge requirements

Essential:

• Relevant work experience

• Ability to drive change, run strategic programmes, lead for change/transformation, engaging at the highest levels of the organisation

• Excellent analytical skills and ability to make fast and balanced recommendations

• Outstanding communication and influencing skills

• Excellent relationship and senior stakeholder management skills

• Proven track-record working at senior business leader level, contributing to defining strategic direction & planning as well driving operational excellence

• International mind-set and experience operating in EMEA and globally

• Demonstrated leadership experience

• Ability to excel in a fast-paced, cross-functional and dynamic environment

• Committed to deliver excellent service, developing contingencies as required.

• Fluency in English.

Desirable:

• Knowledge of NetSuite organisation, products and services

• Experience in top tier consulting firm

• Thorough knowledge of IT industry

• Knowledge of building consulting, sales Organization enablement frameworks

• Knowledge of the Oracle organization, products and service

Why work at Oracle

• Join a global workplace where you can make an impact.

• We offer competitive salaries and exciting benefits – along with flexible and remote working to suit your lifestyle.

• Get access to development opportunities that can advance your career, an Employee Assistance Program to support your mental health, and core benefits such as medical, life insurance, and access to retirement planning.

• Be yourself in an inclusive culture where employee resource groups champion our diverse communities.

What we’ll offer you

• A competitive salary with exciting benefits

• Flexible and remote working so you can do your best work

• Learning and development opportunities to advance your career

• An Employee Assistance Program to support your mental health

• Employee resource groups that champion our diverse communities

• Core benefits such as medical, life insurance, and access to retirement planning

• An inclusive culture that celebrates what makes you unique

Life at Oracle and Equal Opportunity

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.

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.

That’s why we’re committed to creating a workforce where all individuals can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

https://www.oracle.com/corporate/careers/diversity-inclusion/

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

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