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Technical Account Manager - ERPReq-12366

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POST DATE 9/3/2016
END DATE 11/19/2016

NetSuite San Mateo, CA

San Mateo, CA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
Bachelors Degree


REQ 12366

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.


From both a functional and technical perspective, the Technical Account Manager (TAM) is NetSuite s primary focal point and advocate for a customer s success. A Technical Account Manager will offer guidance on best practices gleaned over the years from other successful NetSuite deployments worldwide. TAM responsibilities for post-deployment support and guidance include:


* Develop deep relationships within the account from C-level executive sponsors to front-line administrators, building credibility and confidence to be the trusted go-to champion

* Stay abreast of all strategic customer initiatives, helping to promote the most effective deployment of NetSuite to solve business challenges

* Help the customer executive to identify and report on measurable results that demonstrate the efficiencies gained and business challenges overcome utilizing our solutions

* Keep the customer informed of new functionality in upcoming product releases and develop a roadmap for successful adoption of the latest enhancements

* Measure and report on customer satisfaction by meeting with key customer stakeholders to understand challenges they face and, as required, create detailed service improvement plans with measurable goals

* Analyze design alternatives and recommend best approaches based on knowledge of business requirements

* Review open incidents, problems and enhancement requests, communicating priority and direction to responsible NetSuite teams to ensure necessary visibility, priority and outcomes

* Help ensure ongoing performance optimization via engagement of NetSuite Advisory Service Specialists

* Measure and report on total customer satisfaction by meeting with key stakeholders within the company to understand challenges they face and, where required, create detailed service improvement plans with measurable goals

* Partner with NetSuite Sales and Account Managers to optimize customer success and provide insight and key information on the account s strategic direction

* Partner with Professional Services or System Integrator and the customer during the final stages of implementation to ensure a seamless transition to post implementation support

Implementation Support and Guidance Responsibilities (as applicable)

While the TAM role is primarily designed to ensure the success of NetSuite customers post-deployment, a TAM may also be engaged during implementation to provide guidance and best practices. During implementation, a TAM may:

* Partner with Professional Services or Systems Integrator and customer during all the phases of implementation to ensure a seamless transition to post-implementation business operation

* Communicate and coordinate across all internal NetSuite stakeholders, providing key deployment dates, milestones and rollout plans to ensure strategic go-live events are well planned and executed

* Coordinate post-mortem meetings and facilitate the delivery of formal RCA (root cause analysis) for significant issues affecting production

* Advise on optimal phasing of requirements and functional delivery to facilitate user acceptance

* Guide project team on leading practices for implementing NetSuite

* Provide ongoing guidance to project team in setting up development, test, training and production environments.

Minimum Qualifications:

* Bachelor s degree or related experience

* A fundamental understanding of ERP in large organizations

* 5+ years of experience in the high-tech environment, preferably in the ERP application domain

* Experience working at/with companies performing complex/large scale applications deployments, employing recognized best practices

* Experience including a successful track record of multi-tasking several projects and working as part of a cross-functional team

Preferred Qualifications:

* Experience with large Account and Project Management

* Experience with escalation management with strong problem solving skills

* Experience with web services via API s a plus

* Experience interfacing with and presenting to C-level executive teams

* Experience assisting the customer executive to identify and report on measurable results that prove the efficiencies gained and business challenges overcome utilizing our solutions

* Familiarity with Oracle database constructs advantageous

* Familiarity with programming and web technologies a plus (JavaScript)

* Familiarity with Cloud/SaaS deployments and supporting architecture

* Familiarity with ERP/CRM/eCommerce systems and deployments

* A team player with excellent collaborative skills

* A fast learner, able to come up to speed rapidly on new technologies

* A strong personal commitment to achievement of successful customer outcomes by doing

* Excellent customer service and interpersonal skills

* Excellent written and oral communication skills

* Ability to effectively work with tight schedules within a fast-paced environment to minimize problem impact on the customer

Travel: Up to 50%


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