Customer Success ManagerReq-13074

This job is no longer active. View similar jobs.

POST DATE 8/10/2016
END DATE 10/15/2016

NetSuite Chicago, IL

Company
NetSuite
Job Classification
Full Time
Company Ref #
13074-Chicago
AJE Ref #
575834839
Location
Chicago, IL
Experience
Mid-Career (2 - 15 years)
Job Type
Regular
Education
Bachelors Degree

JOB DESCRIPTION

APPLY
PRE-SALES SOLUTION CONSULTING:
CUSTOMER SUCCESS MANAGER
REQ 13074
AUSTIN, TX
ADDITIONAL LOCATION(S): ATLANTA, GA /BOSTON, MA /CHICAGO, IL /DENVER, CO /NEW YORK, NY

Why NetSuite*

To start, you ll be surrounded by smart, innovative, caring people invested in our customers and the community. If you re looking to share your unique perspective and ideas at a collaborative table and help equip all kinds of businesses achieve their visions, check us out.

Summary:

The Customer Success Manager is responsible for bringing NetSuite s best ideas, innovations, and capabilities to a portfolio of customers. By providing functional finance & accounting process knowledge 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 install base.

As a CSM, you will develop long-term relationships with your 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 this customer knowledge, and your NetSuite expertise, you will provide an adoption, industry and implementation best practices strategy to ensure your customers maximize value from their investment in NetSuite.

Responsibilities:

Job Description Job Title: Customer Success Manager

Summary:

The Customer Success Manager is responsible for bringing NetSuite s best ideas, innovations, and capabilities to a portfolio of customers. By providing functional finance & accounting process knowledge 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 install base.

As a CSM, you will develop long-term relationships with your 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 this customer knowledge, and your NetSuite expertise, you will provide an adoption, industry and implementation best practices strategy to ensure your customers maximize value from their investment in NetSuite.

Travel to customer locations is required.

Responsibilities:

* 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.

Minimum Qualifications:

Requirements Required Skills:

* 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 key.

* Minimum of 6 years relevant experience 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 as well as managing the finances behind 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, but 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)

This position can be located at the following US hub office including: Denver, CO, Austin, TX; Chicago, IL; Atlanta, GA; New York, NY; Boston, MA.

Travel: Position may require travel up to 30%

Travel: Up to 25%

#LI-LN1

Apply Now