Oracle Specialist - Resolution Mgmt Team - NetSuite Services in Albany, New York
An experienced consulting professional who has a broad understanding of solutions, industry best practices, multiple business processes or technology designs within a product/technology family. Works directly with Consulting sales to analyze customer business needs.
Performs varied and complex duties and tasks that need independent judgment in order to design business solutions utilizing Oracle products and technology to meet customer needs. Operates independently by applying Oracle methodology, company procedures, leading practices, and creativity to develop business solutions on moderately complex customer engagements. Influences customer leadership in acceptance of Oracle solutions and services to facilitate the closing of consulting deals. Contributes to statements of work, work breakdown structures and/or level of effort and staff plans. Presents and demonstrates solutions to customers. Builds and maintains a network and up-to-date specific industry or product knowledge. Responsible for transitioning deal knowledge to implementation team. May lead solution design aspects of engagement(s) ensuring high quality and integrated business solutions. Demonstrates expertise in multiple business processes within one product family; or architects and designs technology solutions that address cross stack issues.
6-8 years of experience relevant to this position including 3-4 years consulting experience preferred. Undergraduate degree or equivalent experience. Broad product, technology or industry expertise. Ability to craft and articulate strategic solutions. In-depth knowledge of implementation methodologies and best practices. Knowledge of competitive & partner products, technology and solutions. Ability to travel as needed.
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.
Manage complex escalations partnering with Account Management to understand the customer journey and overall context that is driving the escalation, identify plan for resolution, and project manage to completion
Develop and leverage strong relationships within Oracle NetSuite to accelerate resolution of customer escalations. This will include collaborating effectively with all internal teams (Support, QA, Engineering, PS, AMO, Channels) and NetSuite partners as needed.
Develop customer experience insights through direct customer-interaction and NetSuite-internal feedback from other departments
Identify solution expansion opportunities via high value relationship with Customers and internal teams.
During engagement with Customers and Account Management, identify opportunities to take ownership of additional responsibilities that enhance Customer Satisfaction, influencing best practice definition and adoption across the team.
Preferred Qualifications include:
Solid understanding of SaaS/Cloud ERP, CRM, SFA, and/or OmniChannel Commerce business processes and user experience.
Proficiency with ERP applications and core Business Processes required, with Oracle NetSuite platform experience preferred. This includes implementation, CSM, and/or end user experience.
Demonstrated executive-level communication skills (process-first mindset, P&L acumen, negotiation & diplomacy)
Must exhibit grace under pressure, execution drive and readiness to advocate for the Customer while balancing the needs of the company.
Basic understanding of Saas/Cloud architectures, Analytics and Database technology is a plus
Vertical-specific experience in Manufacturing, Retail, Channels & Alliances and/or Ecommerce desired
Work is a varied blend of proactive and reactive responsibilities requiring independent judgment, self-drive and bias toward action.
Bachelor level degree in Accounting, Finance or comparable strongly preferred.
Project Management experience would be an asset.
Ability to perform 10% business travel.
Title: Specialist - Resolution Mgmt Team - NetSuite Services
Location: United States
Requisition ID: 19000YC5
Other Locations: CA-CA,Canada-Toronto, Canada
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