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Summary:

The Consulting Practice Manager – NetSuite Advanced Customer Support (ACS) position will lead a team of resources responsible for delivering ACS services in Horizontal Services. They will be responsible for team resource planning, working with other ACS Managers to ensure that services are assigned to the appropriate delivery teams for quality delivery.  Key Leadership skills are required as this will be a team consisting of consultants with a range of experience, from one year to over twenty. 

The ACS Practice Manager will be responsible for guiding and mentoring consultants in the delivery of ACS services using the existing ACS methodologies.  They will be responsible for attaining a high level of customer satisfaction and quarterly utilization targets in the form of delivered ACS monthly subscription and extended hours. This role will manage the delivery of services on one or more horizontal services and ensure that quality standards for delivery are exceeded.

Responsible for managing the three main pillars of a practice: people management, delivery management and sales enablement. Has profit and loss responsibility or financial/expense management of practice.

 

Responsibilities

Detailed Responsibilities include:

Leadership

Lead a growing practice of Horizontal Services and manage delivery of subscription consulting services  Drive team and individual performance to achieve Target and Stretch Goals against a Balanced Performance Scorecard 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  Handle day-to-day administrative tasks including time approvals, vacation, expense reports, etc.   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 in North America Support, enable and mentor our global GDC Matrix Management and Functional IC resources  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 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

Ensure High Customer Satisfaction and Reference ability

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

Preferred Qualifications/Skills include:  

8+ years of experience in ERP consulting Proven solution leadership and staff management experience.  Experience implementing ERP Financials packaged application solutions Demonstrated experience in translating customer business requirements into workable software solutions Exceptional verbal and written communication skills Strong experience in Change Management and Business Process Mapping Excellent client management skills and the ability to work with customers to achieve their business goals Escalation management experience Global Delivery experience (working with employees and customers outside North America) Cloud/SaaS application solution experience

Travel:  

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

Career Level - M3