NetSuiteClient Manager – Responsive Escalations; Individual Contributor

Job Description

What We’re Looking For:

As a Client Manager, you will be part of a highly skilled team of business process and industry experts, managing critical Customer escalations. You will take ownership of complex customer issues, develop and drive resolution plans to successful completion and ensure an exceptional customer experience.

The ideal candidate possesses a strong background in process improvement, accounting, and consulting on enterprise ERP best practices, along with excellent problem-solving and executive communication skills to achieve trusted advisor status.

Successful candidates are self-directed, consultative professionals with a passion for solving complex challenges. Proficiency with ERP applications and core business processes is essential;
Oracle Net Suite platform experience is strongly preferred. Experience may include work in implementation, customer success management, or as an end user.

• Manage complex escalations partnering across Account Management and other Customer-facing teams to understand the customer journey, identify a resolution plan, and lead these efforts to completion.

• Build and leverage strong relationships within Oracle Net Suite to accelerate issue resolution, collaborating effectively across internal teams – Support, QA, Engineering, Professional Services, Account Management, Channels, Advanced Customer Support, senior leadership — as well as external Net Suite partners.

• Serve as a trusted advisor to customers, gathering insights through direct interactions and feedback to enhance customer experience and satisfaction.

• Identify and pursue solution expansion opportunities by leveraging strong customer relationships and collaborating internally to uncover additional service needs.

• Thrive in a collaborative, supportive team that values knowledge-sharing, continuous learning and innovation.

• Influence best practices and continuous improvement, taking ownership of initiatives that drive operational excellence and enhance overall customer success.

• Strong experience with Net Suite ERP and core business processes. Roles may include implementation, customer success management, or end user experience.

• Demonstrated ability to synthesize complex information into clear recommendations, strategic visions, and resolution plans.

• Industry knowledge and experience in Manufacturing, Wholesale/Distribution, or Finance/Accounting.

• Ability to remain composed and solutions-focused under pressure, demonstrating execution drive while balancing customer and company needs.

• Outstanding executive-level communication skills, including strategy articulation, negotiation, diplomacy, business acumen, and the ability to explain complex concepts to diverse audiences.

• Proficiency in performance monitoring, system tuning, and troubleshooting tools, with the ability to translate technical findings into actionable business recommendations.

• Familiarity with metrics-driven approaches to identify bottlenecks, optimize workflows, and ensure platform reliability for complex business operations, with a strong preference for Oracle Net Suite platform expertise.

• Bachelor’s degree in Accounting, Finance, or a related field strongly preferred.

If you’re a highly motivated, Net Suite solutions-driven professional with a passion for customer success and business process improvement, we want to hear from you!

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

CA:
Hiring Range in CAD from: $76,700 to $167,600 per annum.

US:
Hiring Range in USD from: $79,100 to $158,200 per annum. May be eligible for bonus and equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal…