NetSuiteClient Manager - Responsive Escalations (Individual Contributor)

Job Description

What We're Looking For:

As a Client Manager, you will be part of a highly skilled team of business process and industry experts, managing critical Customer escalations. You will take ownership of complex customer issues, develop and drive resolution plans to successful completion and ensure an exceptional customer experience.

The ideal candidate possesses a strong background in process improvement, accounting, and consulting on enterprise ERP best practices, along with excellent problem-solving and executive communication skills to achieve trusted advisor status.

Successful candidates are self-directed, consultative professionals with a passion for solving complex challenges. Proficiency with ERP applications and core business processes is essential; Oracle NetSuite platform experience is strongly preferred. Experience may include work in implementation, customer success management, or as an end user.

What You'll Do:

• Manage complex escalations partnering across Account Management and other Customer-facing teams to understand the customer journey, identify a resolution plan, and lead these efforts to completion.

• Build and leverage strong relationships within Oracle NetSuite to accelerate issue resolution, collaborating effectively across internal teams - Support, QA, Engineering, Professional Services, Account Management, Channels, Advanced Customer Support, senior leadership - as well as external NetSuite partners.

• Serve as a trusted advisor to customers, gathering insights through direct interactions and feedback to enhance customer experience and satisfaction.

• Identify and pursue solution expansion opportunities by leveraging strong customer relationships and collaborating internally to uncover additional service needs.

• Thrive in a collaborative, supportive team that values knowledge-sharing, continuous learning and innovation.

• Influence best practices and continuous improvement, taking ownership of initiatives that drive operational excellence and enhance overall customer success.

Responsibilities

Preferred Qualifications & Skills:

• Strong experience with NetSuite ERP and core business processes. Roles may include implementation, customer success management, or end user experience.

• Demonstrated ability to synthesize complex information into clear recommendations, strategic visions, and resolution plans.

• Industry knowledge and experience in Manufacturing, Wholesale/Distribution, or Finance/Accounting.

• Ability to remain composed and solutions-focused under pressure, demonstrating execution drive while balancing customer and company needs.

• Outstanding executive-level communication skills, including strategy articulation, negotiation, diplomacy, business acumen, and the ability to explain complex concepts to diverse audiences.

• Proficiency in performance monitoring, system tuning, and troubleshooting tools, with the ability to translate technical findings into actionable business recommendations.

• Familiarity with metrics-driven approaches to identify bottlenecks, optimize workflows, and ensure platform reliability for complex business operations, with a strong preference for Oracle NetSuite platform expertise.

• Bachelor's degree in Accounting, Finance, or a related field strongly preferred.

If you're a highly motivated, NetSuite solutions-driven professional with a passion for customer success and business process improvement, we want to hear from you!

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: $76,700 to $167,600 per annum.

US: Hiring Range in USD from: $79,100 to $158,200 per annum. May be eligible for bonus and equity.

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 - IC3

About Us

As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people 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 emailing [email protected] or by calling +1 888 404 2494 in the United States.

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.