Preferred Qualifications JOB DESCRIPTION NetSuite Customer Success is seeking a Practice Director for our Advanced Customer Support (ACS) Horizontal Services (EPM) team. This role is for our NetSuite Enterprise Performance Management (EPM) modules. ACS provides services to our install-based customers as to maximize the value of their Oracle NetSuite solution on a continuous basis. Oracle NetSuite has created a single offering to meet all support and ongoing sustainment and optimization needs across all products and all markets.

The Practice Director has the primary responsibility to lead and build a world class ACS delivery team servicing North America customer. This involves driving customer success and retention leading to top line growth, customer retention, organic customer growth, program referencing and profitability generation.

This Practice Director position for North America is responsible for managing business operations and resources of a given practice that can be defined by industry, service line, technology center, specialty area or region. Responsible for managing the three main pillars of a practice: people management (local and abroad), portfolio/delivery management and sales enablement. Develops strategy and plans to successfully implement operational policies and achieve business objectives. Typically manages multiple first line managers and/or senior level individual contributors. Resolves staffing issue in complex engagements. May serve as advisor or project sponsor role for moderately complex engagements.

Reports to the Senior Practice Director, Advanced Customer Support

This director position is responsible for managing business operations and resources of a given practice that can be defined by industry, service line, technology center, specialty area or region. Responsible for managing the three main pillars of a practice: people management, portfolio/delivery management and sales enablement. Has profit and loss responsibility or financial/expense management of practice.

Career Level - M4

Candidates will have the experience described below:

• 10+ years of experience relevant to this position including 5 years consulting experience.
• Strong understanding of EPM principles and practices.
• Experience with EPM software (e.g., Oracle EPBCS, PCMCS, ARCS).
• Knowledge of financial planning and analysis (FP&A) processes.
• Direct line management knowledge including project, people, customer, financial management preferred.
• Strong delivery experience of managed services or consulting ideally of Cloud based Enterprise Resource Planning (ERP) application solutions.
• NetSuite or Oracle platform experience strongly preferred though competitive offerings will be considered.
• Proven executive level customer engagement skills.
• Specific experience consulting to and/or working within emerging market to medium scale organizations.
• A dynamic thought leader who has managed medium to large teams while generating significant annual revenue.
• Strong Delivery Management skills, including experience developing continuous improvement structures and culture in organizations.
• Comfortable working closely with the services (AMOSS) sales team and helping to close deals.
• Demonstrated success in driving a very high level of customer standards with impeccable attention to detail and services KPI’s.
• A track record of enabling and developing the skills and careers of direct reports.
• People management experience: 10+ years. Proven ability to hire and grow high performers.

Detailed Responsibilities include: Leadership

• Lead a growing portfolio of ACS customers and manage delivery of subscription consulting services
• Drive team and individual performance to achieve Target and Stretch Goals
• Hire, develop and manage a team of new and experienced resources to fulfill ACS objectives
• Provide coaching, mentorship to new employees and assist in career growth and development
• Build team’s expertise and confidence in ACS delivery work, assess performance, and provide prompt and assertive feedback
• Conduct regular 1:1 meeting(s) with direct reports and matrix-assigned reports
• Create and execute new programs, processes, and ACS initiatives
• Prepare and communicate quarterly check-ins and annual performance reviews for direct reports
• Work alongside Senior Leadership in building out the ACS Delivery Practice
• Support, enable and mentor our global GDC Matrix Management
• Work with sales teams and assist in securing new ACS sales and renewal of ACS subscriptions

Delivery of ACS Services

• Responsible for adhering to highest quality standards and performance metrics for ACS delivery
• Increase the value of the NetSuite application for Customers
• Follow and promote ACS methodologies for delivery of services
• Responsible for a portfolio of customers subscribed to ACS Services to ensure quality and responsiveness leveraging a team of global resources
• Work with other NetSuite Sales, Support, Delivery, and Product organizations to ensure effective overall customer experiences
• Achieve team Utilization and Renewal targets for ACS Services
• Become trusted adviser to the Customer through initial ACS intake process and throughout their ACS engagement

Ensure High Customer Satisfaction and Referenceability

• Display and mentor strong customer relationship skills needed in delivery of a subscription service
• Team with ACS Directors, Account Management and Client Management teams to promote user adoption and effective use of NetSuite
• Monitor and follow up on customer satisfaction feedback as it relates to surveys or escalations

Travel:

• As appropriate, able to travel on a modest to moderate basis

Responsibilities Detailed Responsibilities include: Leadership

• Lead a growing portfolio of ACS customers and manage delivery of subscription consulting services
• Drive team and individual performance to achieve Target and Stretch Goals
• Hire, develop and manage a team of new and experienced resources to fulfill ACS objectives
• Provide coaching, mentorship to new employees and assist in career growth and development
• Build team’s expertise and confidence in ACS delivery work, assess performance, and provide prompt and assertive feedback
• Conduct regular 1:1 meeting(s) with direct reports and matrix-assigned reports
• Create and execute new programs, processes, and ACS initiatives
• Prepare and communicate quarterly check-ins and annual performance reviews for direct reports
• Work alongside Senior Leadership in building out the ACS Delivery Practice
• Support, enable and mentor our global GDC Matrix Management
• Work with sales teams and assist in securing new ACS sales and renewal of ACS subscriptions

Qualifications Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates. Range and benefit information provided in this posting are specific to the stated locations only CA: Hiring Range in CAD from: $116,400 - $254,300 per year.

US: Hiring Range in USD from: $139,400 - $291,800 per year. May be eligible for bonus, equity, and compensation deferral.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

• Medical, dental, and vision insurance, including expert medical opinion
• Short term disability and long term disability
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
• 11 paid holidays
• Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal
• Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - M4

This role regularly interacts with customers across North America, so a professional level of English is required. A proficiency of French is required for candidates residing in Quebec, otherwise it is considered an asset.

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