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Professional Services: Client Manager Functional Resource (San Mateo, CA)

Why NetSuite?
Picture yourself building a successful career at NetSuite—working alongside other talented, driven individuals to help fast-growing mid-size organizations and larger enterprises achieve their business goals with the world's #1 cloud-based business management suite for ERP/financials, CRM, ecommerce and more.

Founded in 1998 by Oracle CEO Larry Ellison and NetSuite CTO and Chairman Evan Goldberg, NetSuite (NYSE: N) is used by more than 10,000 companies and subsidiaries to run mission-critical operations without the high capital costs and inefficiency of antiquated client/server systems. Named by Gartner as the world's fastest-growing financial management vendor and winner of a prestigious 2011 CODiE award for Best Financial Management Solution, NetSuite is where business is going.

If you'd like to join our dynamic, driven and fun team, click on the Apply Now button below.

Summary:
In this position you will be responsible for managing escalations from internal Vertical teams. The successful candidate will have a solid understanding of NetSuite CRM, ERP, SFA and Web functionality. Strong background in accounting principles (Accounts Receivable, Accounts Payable, General Ledger, Consolidated Statements, Invoicing, etc.) is required for this role.
The Client Manager supports the annual corporate vision as outlined by the executive team; when working with customers and internal teams

• Ability to diagnose, prioritize and drive resolution to customer escalations.
• Ability to configure NetSuite to customer specific business process flows.
• Ability to customize NetSuite with SuiteScript to fill gaps in standard NetSuite processes
• Experience deploying NetSuite Partner solutions when configuration and customization will not close gaps between NetSuite capability and Customer business process need.
• Empathy with Customer position while remaining aligned with NetSuite strategic vision
• Ability to manage across multiple departments within NetSuite

Responsibilities

• Responsible for managing critical escalations for customers
• Communicate effectively with Account managers when conducting an escalation
• Appropriately escalate issues with internal teams
• Establish and sustain positive customer satisfaction levels through activity-based touch points
• Maintain broad and technical knowledge of product and services
• Clarify customer requirements; conduct initial probing of needs and basic troubleshooting
• Prepare complete and accurate escalation records in NSCORP
• Effectively coordinate with Support, Sales and other technical departments as needed
• Manage Vertical Shark weekly meetings
• Identify trends in Customer dissatisfaction
• Manage complex cross departmental escalations to successful conclusion.
• Team with subject matter experts in Product Management, Development, QA, Support, Services and training to address business use cases presented by the customer.

Qualifications/Skills:

• 5 – 10 years experience with NetSuite product configuration and Customer base.
• Experience with one or more of following applications: QuickBooks, Great Plains, Sage MAS 90, Siebel, Oracle, SAP, PeopleSoft, JD Edwards.
• Experience with MS Office and Adobe products to communicate Customer conditions internally.
• Outstanding verbal and written communication skills and ability to communicate ideas and information effectively, clearly and concisely.
• Commitment to high-quality in Customer communications, best practices and processes.
• Analysis of complex Customer business process flows to present effective resolutions.
• Ability to prioritize and balance multiple, on-going projects and adhere to project deadlines.
• Ability to establish excellent relationship with all department5s with Customers and NetSuite account management, product management, professional services, development and support.