What We're Looking For:
As a Customer Success Manager (CSM), you will join a collaborative team of business process and industry experts, driven to develop and present strategic guidance and advice to our existing customers on the most effective use of NetSuite. The ideal candidate has relevant industry experience in the areas of process improvement, accounting, or consulting on back office best practices, and a proven ability to build relationships with customers and stakeholders. The candidate also has experience with an ERP or other business application in an administrator or daily user role, and the proven ability to highlight the benefits of the software to non-users or other departments.
What you'll do:
Build long-term strategic relationships with key stakeholders of the small and medium-sized businesses in your portfolio, and develop a deep understanding of your customers' business processes, goals, and strategies.
Proactively present advice, assistance, and resources to help customers generate value from the NetSuite products and services they have purchased.
First learn, then leverage your functional knowledge of NetSuite and NetSuite internal resources to encourage customers' adoption of NetSuite and deepen this expertise over time.
Collaborate with other stakeholders in the organization who are responsible for ensuring Customer Success: Account Management (AMO), Solution Consulting, Professional Services, Advanced Customer Support (ACS) Delivery teams, and Technical Support.
Be measured on the quality of your customer engagements, time invested with them, customers' system adoption, and customer retention.
Earn and maintain different NetSuite certifications during your tenure.
Preferred Qualifications / Skills:
Finance, Accounting or Business-related degree, or comparable experience in accounting or business operations with knowledge of industry standards and best practices, common challenges, and industry-specific applications and solutions.
Hands-on experience with an ERP software (NetSuite, Oracle Fusion, Acumatica, Infor, SAP, Microsoft Dynamics, Intacct, etc.) or other business and accounting software (SalesForce, Concur, Quickbooks, etc.).
Desire to develop NetSuite product expertise.
Proven success in a fast-paced environment building relationships with multiple customers or internal stakeholders, and providing consultative and prescriptive advice to them.
Proven ability to problem-solve and present solutions to complex business challenges effectively, communicating in English, to a wide range of stakeholders up to, and including, C-level executives.
Curiosity and desire for continuous learning and improvement. Proven success developing knowledge with both guided and independent learning.
Passion for customer success and the drive to help customers fully utilize NetSuite for maximum return on investment.
Detailed Description and Job Requirements:
The Customer Success Manager (CSM) will be responsible for driving adoption of the system and increasing the perceived value of our customers' NetSuite investment by providing functional advice and strategic guidance to his/her customer portfolio. The CSM's goal is to act as the Strategic Advisor to their customers by having a deep understanding not only of NetSuite functionality but also of each customer's business needs and objectives.
The CSM will meet with customers on a regular basis to discuss business and system challenges they may be facing, to understand their definition of success with NetSuite, and to offer proactive advice on how to optimize or enhance the use of their NetSuite account. This may include purchasing additional NetSuite functionality, engaging NetSuite technical teams for work to be executed, or making recommendations for 3rd party solutions or services. The CSM will not personally perform hands-on configuration or issue resolution for the customer, but will have to work closely with Delivery teams who are responsible for this. Additionally, the CSM will coordinate with the Account Manager (Sales) by creating and sharing roadmaps on customers' functional use of NetSuite and contributing to long-term strategic planning.
Career Level - IC3
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