• Advanced Customer Support Jobs in United Kingdom

  • United Kingdom, Uk
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  • 10 - 13 Years
  • Posted : 23 days ago

Job Description:

Advanced Customer Support (ACS) Practice Director - 1900101Y

Preferred Qualifications

Professional Services PS Advanced Customer Support (ACS) Practice Director

Why Oracle NetSuite

One word - transformation

At Oracle NetSuite, we believe the cloud is here to stay and so do our 20,000 customers We believe businesses should not be bogged down by the overhead of bulky data centers and expensive personnel to run it all Businesses need to be lean, efficient and agile NetSuite is literally transforming business around the globe by providing a cloud-based, unified system that delivers unprecedented capabilities to drive business forward Founded in 1998 as THE cloud ERP pioneer, today Oracle NetSuite has transformed the business operations of our customers without the high costs and inefficiency of on premise systems

Transform your career at Oracle NetSuite

At Oracle NetSuite we work hard and we work smart We hire fierce competitors We hire individuals that are fearless trail blazers Oracle NetSuite employees take the hill, we prefer action over inaction, we are tireless in our mission and we pause only to celebrate our success And we DO celebrate, because if you dont have fun along the way, then whats the point


The ACS Practice Director is responsible for ensuring we effectively manage, grow and support our base of ACS customers The successful candidate will manage a team of ACS resources, as well as support all resource planning and staffing via the Practice Managers Furthermore, the role will manage the ACS portfolio and ensure that quality standards for delivery are exceeded The ACS Practice Director will serve as an escalation point for engagements and assist the team where there is conflict or complexities with delivery that need support As well as being a key resource for internal practice development efforts, this person will train and mentor the Practice Managers


Support and maintain Reoccurring Revenue Protection

Ensure customer ACS retention

Manage customer portfolio to ensure quality, on-time and on-budget support using a mix of global resources

Ensure High Customer Satisfaction and Referencability

Responsible for adhering to highest quality standards in ACS delivery

Support a team of Practice Managers and Consultants in their execution of ACS delivery

Manage executive-level customer relationships and provide team oversight through NetSuite ACS offerings

Responsible for supporting the ACS staffing and resource scheduling for the ACS portfolio

Contribute to companys focus on verticalisation through participation in internal cross-departmental initiatives

Increase Engagement and Capabilities of ACS Resources

Support the hiring, training and management of a team of new and experience resources to fulfil Practice objectives

Provide coaching and mentoring to assist in resources career development

Build teams expertise and confidence in ACS delivery


Bachelors degree or recognised equivalency or achievement of recognised professional level

8 to 10 years of experience in systems applications consulting, either internally via an IT organisation or externally with a consulting firm or software provider

PMP / PRINCE2 preferred

Strong background in mid-market and enterprise-level customer support

Demonstrated experience in translating customer business requirements into workable software solutions

Exceptional verbal and written communication is required with previous experience creating Statement of Work for new and existing customers

Excellent customer management skills and the ability to work with customers to develop and manage an implementation plan

Comfortable interacting with C-level customers

Consulting and management experience in a SaaS environment is a plus

Previous consulting experience with the following applications QuickBooks, Great Plains, SalesForcecom, Upshot, ACT, Goldmine, MAS 90, Siebel, Oracle, SAP, PeopleSoft, JD Edwards


Travel will be 10 20 PERCENT for this role

Detailed Description and Job Requirements

This director position is responsible for managing business operations and resources of a given practice that can be defined by industry, service line, technology center, specialty area or region Responsible for managing the three main pillars of a practice people management, portfolio/delivery management and sales enablement Has profit and loss responsibility or financial/expense management of practice

Accountable for operational/financial metrics and overall business results of practice Responsible for maintaining strategic direction, ensuring profitable growth of the practice, quality of consulting delivery, and maintaining customer referenceability Develops strategy and plans to successfully implement operational policies and achieve business objectives Accountable for managing and growing a significant revenue stream and customer base Typically manages multiple first line managers and/or senior level individual contributors Resolves staffing issue in complex engagements May serve as advisor or project sponsor role for moderately complex engagements

10 years of experience relevant to this position including 5 years of consulting experience and 2 years of project management leadership experience Direct line Management experience including project, people, customer, financial management preferred Product, technology or industry expertise relevant to the practice focus Ability to develop and maintain relationships at the executive level Undergraduate degree or equivalent experience Ability to travel as needed

As part of Oracles employment process candidates will be required to successfully complete a pre-employment screening process This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable)

Job Consulting

Travel Yes, 25 PERCENT of the Time

Location GB-GB, UK-London

Other Locations GB-GB, UK-Reading

Job Type Regular Employee Hire

Organization Oracle

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, IT-Software
Functional Area : IT Software : Software Products & Services
Role : Project Leader/ Project Manager
Salary : As per Industry Standards
Deadline : 18th Mar 2020

Key Skills:

Company Profile:


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