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Customer Success Manager


Belmont, CA
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Job Details

Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.

Develop long term partnership with our clients to ensure they remain successful by realizing the full value of their investment with us to ensure client continues/renews contract with Oracle. Responsible for maintaining a high level of client satisfaction by being a liaison between our clients and Oracle*s internal operations. Identify product expansion/up sell opportunities. Work with larger clients. Provide input into the CSM methodology and direction. Act as mentor to newer CSMs on a voluntary basis.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Recommended 7 to 10 years of professional experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences) or client facing relationship experience. Understanding of various technical architectures and operating systems. Industry experience is desired.

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.

*Customer Success Manager*



*Why NetSuite?


One word *transformation*.



*Transform your career at NetSuite


Responsible for bringing NetSuite s best practices, innovations, and capabilities to a portfolio of customers. Provide technical leadership coupled with a deep understanding of each customer s implementation this person will be tasked with driving greater adoption, business value and satisfaction within the customer base. Develop relationships with 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 customer knowledge, and NetSuite expertise, to implement best practices strategy to ensure customers maximize value from their investment in NetSuite.


* 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

* Leverage comprehensive understanding of NetSuite s products and platform to provide relevant adoption and technical recommendations on solutions and enhancements customized to customer s business needs

* 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. Product Management, Account Management and Professional Services)

* Work with the customers to ensure they are leveraging the solution and achieving success and engaging fee-based resources as necessary

* Identify and grow Professional Services / Training and License opportunities within the Customer Install Base

* Collaboration with the sales teams to ensure growth attainment is a must. Identify and assess renewal risks within the customer base

* Travel to Customer Locations is required, position may require up to 25% travel.




* BA/BS Degree in Finance or Accounting (or equivalent) and CPA a plus

* Experience in an Operational Finance role (formerly a VP of Finance / Controller / CFO) is preferred

* 5 years working with or consulting around ERP Systems ideally with NetSuite (but a competitive ERP system in a SaaS environment would be considered)

* Diverse industry and Accounting experience is required, with specific expertise in Revenue Recognition, subscription services and various methods of professional services billing

* Strong technical knowledge of NetSuite product and features, capabilities, best use and how to deploy, including knowledge of the NetSuite platform and ecosystem is highly preferred

* Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization (internally and customer facing)

* Working knowledge of the software development process and of software design methodologies (coding experience is not required) may be useful

* Navigate and advise on efforts related to complex customer requests or projects involving multiple parties and enterprise systems, escalating for assistance if needed

* Ability to prioritize, multi-task, and perform effectively under pressure

* Aptitude both for analyzing technical concepts and translating them into business terms, and for mapping business requirements to technical features and crafting solution that combine a mix of training, product and recommended process changes

* Strong knowledge of Software companies business processes and best practices

* Familiarity with the database, application and network technologies used in Cloud Computing (e.g. knowledge of network topologies and devices, database concepts and SQL, multi-tenancy)

NetSuite is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment, as NetSuite does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation or any other classification protected by Federal, state, or local law.

**Job:** **Sales*

**Organization:** **Oracle*

**Title:** *Customer Success Manager*

**Location:** *United States*

**Requisition ID:** *17001BMH*

**Other Locations:** *CA-CA,Canada-Toronto*

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