As an Customer Success Engagement Manager, you will perform the role of a Customer Advocate. Your core business skills gained in operational or consulting roles will enable you to guide our customers. You will also help them realize the most of their NetSuite Investment through scheduled coaching activities supportive of product usage and feature adoption of additional modules and services.
What you'll do:
• Work continuously with a portfolio of 10-20 Emerging tier Customer Accounts.
• Proactively provide advice, assistance and resources to help customers generate value from the products and services they have purchased. Generate recommendations using tools, best practices, and pre-defined solutions provided to you.
• Attain measurable value and system health based on a deep understanding of your customers business needs and NetSuite usage.
• Increase communication footprint within the customer organization by driving access to decision makers.
• Collaborate with other stakeholders throughout the organization who are responsible for ensuring Customer Success: Account Management (AMO), Solution Consulting, Professional Services, Advanced Customer Support (ACS), and Product Support.
• Leverage expert functional/technical knowledge of NetSuite and NetSuite internal resources to encourage adoption of NetSuite features and functionality.
• Build and advise on execution of a strategic roadmap for customers in your portfolio.
• Be measured on the following metrics for your portfolio of accounts: C-Sat, ARR, Retention, Referenceability.
Qualifications / Skills:
• NetSuite product expertise (NetSuite ERP Certification strongly preferred)
• Extensive technical and/or functional experience (3-5+ years) with NetSuite ERP
• Excellent consultative skills, proven ability to develop and propose NetSuite solutions to complex business challenges.
• Business vertical expertise including industry standards and best practices and commonly used add-on solutions.
• Excellent organization skills and the ability to align long-term strategic plans with near-term Delivery project plans.
• Proven success in a fast-paced environment working with multiple customers and internal stakeholders in Sales roles.
• Exceptional written and verbal communication skills, analytical skills, and presentation skills.
• Proven ability to communicate effectively with C-Suite level executives.
General Skills:
• Passion for NetSuite and the success of NetSuite customers.
• Drive to help customers implement the very best solutions for their business.
• Vision to help customers create a long-term strategic roadmap for NetSuite use while advising on the best way to execute against near-term priorities.
• Strategic focus and problem-solving mindset.