Job Description

“Innovación comienza con la diversidad y inclusión. Esta vacante está destinada preferentemente a mujeres (independientemente de su orientación sexual, identidad de género, edad, etnia y discapacidad). Para conocer los programas de Diversidad y Inclusión de Oracle, visite: https://www.oracle.com/lad/corporate/careers/diversity-inclusion/ ”

¡El Equipo!

Como Customer Success Manager (CSM), te unirás a un equipo colaborativo de personas expertas en procesos empresariales, comprometidas en proporcionar orientación y consejos estratégicos a nuestros clientes de Estados Unidos y Canadá sobre el uso más efectivo de NetSuite. ¡Somos un equipo multidisciplinario y multicultural, con presencia en 5 países y en constante crecimiento!

¿A quién buscamos?

La persona ideal tiene experiencia relevante en las áreas de mejora de procesos, contabilidad o consultoría, y la habilidad para construir relaciones con clientes y partes interesadas. Esta persona también tiene experiencia con un ERP u otra aplicación empresarial en un rol de administrador o usuario diario, y la capacidad de resaltar los beneficios del software a los usuarios de cada cliente.

¿Qué harás?

• Construir relaciones estratégicas a largo plazo con las personas clave de las pequeñas y medianas empresas en tu cartera de clientes, y desarrollar una comprensión profunda de los procesos, objetivos y estrategias de estos clientes.

• Presentar consejos, asistencia y recursos proactivamente para ayudar a los clientes a generar valor de los productos y servicios que adquirieron de NetSuite.

• Primero aprender, luego aprovechar tu conocimiento funcional de NetSuite y los recursos internos de NetSuite para fomentar la adopción del sistema por parte de los clientes y profundizar esta experiencia con el tiempo.

• Colaborar con otras partes interesadas en la organización que son responsables de garantizar el éxito del cliente: Ejecutivos de Cuentas, Consultoría, Servicios Profesionales y Soporte Técnico, entre otros.

• Ser medido por la calidad de tus compromisos con el cliente, el tiempo invertido con ellos, su adopción del sistema y la retención de clientes.

• Obtener y mantener diferentes certificaciones de NetSuite a lo largo del tiempo.

Experiencia y Habilidades que te ayudarán

• Título universitario en Administración, Contabilidad, Negocios o experiencia comparable en contabilidad u operaciones empresariales con conocimiento de mejores prácticas en distintas industrias.

• Experiencia práctica con software ERP (NetSuite, Oracle Fusion, Acumatica, Infor, SAP, Microsoft Dynamics, Intacct, etc.) u otro software de negocios y contabilidad (SalesForce, Concur, Quickbooks, etc.)

• Deseo de desarrollar experiencia en el producto NetSuite.

• Éxito demostrado en un entorno ágil, construyendo relaciones con múltiples clientes y proporcionándoles asesoramiento.

• Capacidad comprobada para resolver problemas y presentar soluciones a desafíos empresariales complejos, comunicándose en inglés con una amplia gama de usuarios, incluyendo aquellos en niveles gerenciales.

• Curiosidad y deseo de aprendizaje continuo. Éxito demostrado en el desarrollo de conocimientos a través del aprendizaje guiado e independiente.

• Pasión por el éxito del cliente y la motivación para ayudar a los clientes a obtener el máximo retorno de inversión con NetSuite.

Descripción del Puesto:

Como Customer Success Manager (CSM) serás responsable de impulsar la adopción del sistema y aumentar el valor percibido de la inversión de nuestros clientes en NetSuite, proporcionando asesoramiento funcional y orientación estratégica a tu cartera de clientes. El objetivo del CSM es actuar como Asesor/a Estratégico/a, teniendo una comprensión profunda no solo de la funcionalidad de NetSuite, sino también de las necesidades y objetivos de negocio de cada cliente.

Como CSM te reunirás con tus clientes regularmente para discutir los desafíos empresariales y del sistema que puedan estar enfrentando, entender su definición de éxito con NetSuite y ofrecer consejos proactivos sobre cómo optimizar o mejorar el uso de la cuenta. Esto puede incluir la compra de funcionalidades adicionales, involucrar a los equipos técnicos de NetSuite para trabajos que deban ser ejecutados, o hacer recomendaciones para soluciones o servicios de terceros. No realizarás la configuración práctica o la resolución de problemas para el cliente, pero si deberás trabajar en estrecha colaboración con los equipos que son responsables de esto. Además, como CSM trabajarás de la mano con el/la Ejecutivo/a de Cuentas creando y compartiendo hojas de ruta sobre el uso funcional de NetSuite de los clientes y contribuyendo a la planificación a largo plazo.

What We're Looking For:

As a Customer Success Manager (CSM), you will join a collaborative team of business process and industry experts, driven to develop and present strategic guidance and advice to our existing customers on the most effective use of NetSuite. The ideal candidate has relevant industry experience in the areas of process improvement, accounting, or consulting on back office best practices, and a proven ability to build relationships with customers and stakeholders. The candidate also has experience with an ERP or other business application in an administrator or daily user role, and the proven ability to highlight the benefits of the software to non-users or other departments.

What you'll do:

• Build long-term strategic relationships with key stakeholders of the small and medium-sized businesses in your portfolio, and develop a deep understanding of your customers’ business processes, goals, and strategies

• Proactively present advice, assistance, and resources to help customers generate value from the NetSuite products and services they have purchased

• First learn, then leverage your functional knowledge of NetSuite and NetSuite internal resources to encourage customers’ adoption of NetSuite and deepen this expertise over time.

• Collaborate with other stakeholders in the organization who are responsible for ensuring Customer Success: Account Management (AMO), Solution Consulting, Professional Services, Advanced Customer Support (ACS) Delivery teams, and Technical Support.

• Be measured on the quality of your customer engagements, time invested with them, customers’ system adoption, and customer retention.

• Earn and maintain different NetSuite certifications during your tenure.

Preferred Qualifications / Skills:

• Finance, Accounting or Business-related degree, or comparable experience in accounting or business operations with knowledge of industry standards and best practices, common challenges, and industry-specific applications and solutions.

• Hands-on experience with an ERP software (NetSuite, Oracle Fusion, Acumatica, Infor, SAP, Microsoft Dynamics, Intacct, etc.) or other business and accounting software (SalesForce, Concur, Quickbooks etc.)

• Desire to develop NetSuite product expertise.

• Proven success in a fast-paced environment building relationships with multiple customers or internal stakeholders, and providing consultative and prescriptive advice to them

• Proven ability to problem-solve and present solutions to complex business challenges effectively, communicating in English, to a wide range of stakeholders up to, and including, C-level executives

• Curiosity and desire for continuous learning and improvement. Proven success developing knowledge with both guided and independent learning

• Passion for customer success and the drive to help customers fully utilize NetSuite for maximum return on investment

Why NetSuite? We believe businesses should not be bogged down by the overhead of bulky data centers and expensive personnel to run it all. Businesses need to be lean, efficient, and agile. NetSuite is literally transforming business around the globe by providing a cloud-based, unified system that delivers unprecedented capabilities to drive business forward. Founded in 1998 as THE cloud ERP pioneer, today NetSuite has transformed the business operations of our customers without the high costs and inefficiency of on-premise systems.

At Oracle NetSuite, we care! We care about the evolution of people and business and making life a bit easier. We focus on encouraging productivity, accomplishments, and job success through powerful cloud technology. We listen to the needs of our customers and users, we are passionate about fulfilling our mission to enable companies to realize their vision on the very best technology. We are looking for experts to join our NetSuite family to accelerate the evolution of our technology. By putting together a dynamic and passionate team of designers, writers, researchers, developers, and product managers we will be able to delight our customers by designing and executing next generation solutions that focus on insight, control, automation and agility.

The scope of our opportunity is endless! Yes. We’re absolutely serious. And we can’t do it without your help. We need thoughtful, talented, fearless, and multi-faceted team players who love empowering users with extraordinary user experiences.

One word — Transformation. At NetSuite, we believe the cloud is here to stay and so do our 20,000+ customers. Transform your career at NetSuite. At NetSuite we work hard and we work smart. We hire fierce competitors. We hire individuals that are fearless trail blazers. NetSuite employees take the hill: we prefer action over inaction, we are tireless in our mission and we pause to celebrate our success. And we DO celebrate, because if you don’t have fun along the way, then what’s the point?

NetSuite is transforming how its customers do business. If you want to transform your career, apply now!

Detailed Description and Job Requirements:

The Customer Success Manager (CSM) will be responsible for driving adoption of the system and increasing the perceived value of our customers’ NetSuite investment by providing functional advice and strategic guidance to his/her customer portfolio. The CSM’s goal is to act as the Strategic Advisor to their customers by having a deep understanding not only of NetSuite functionality but also of each customer’s business needs and objectives.

The CSM will meet with customers on a regular basis to discuss business and system challenges they may be facing, to understand their definition of success with NetSuite, and to offer proactive advice on how to optimize or enhance the use of their NetSuite account. This may include purchasing additional NetSuite functionality, engaging NetSuite technical teams for work to be executed, or making recommendations for 3rd party solutions or services. The CSM will not personally perform hands on configuration or issue resolution for the customer, but will have to work closely with Delivery teams who are responsible for this. Additionally, the CSM will coordinate with the Account Manager (Sales) by creating and sharing roadmaps on customers’ functional use of NetSuite and contributing to long-term strategic planning.

Career Level - IC3

Responsibilities

What you'll do:

• Build long-term strategic relationships with key stakeholders of the small and medium-sized businesses in your portfolio, and develop a deep understanding of your customers’ business processes, goals, and strategies

• Proactively present advice, assistance, and resources to help customers generate value from the NetSuite products and services they have purchased

• First learn, then leverage your functional knowledge of NetSuite and NetSuite internal resources to encourage customers’ adoption of NetSuite and deepen this expertise over time.

• Collaborate with other stakeholders in the organization who are responsible for ensuring Customer Success: Account Management (AMO), Solution Consulting, Professional Services, Advanced Customer Support (ACS) Delivery teams, and Technical Support.

• Be measured on the quality of your customer engagements, time invested with them, customers’ system adoption, and customer retention.

• Earn and maintain different NetSuite certifications during your tenure.

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