Managing Principal Consultant
The Consulting Practice Manager – NetSuite Advanced Customer Support (ACS) position will lead a team of resources responsible for delivering ACS services in the Manufacturing business vertical. They will be responsible for team resource planning, working with other ACS Managers to ensure that services are assigned to the appropriate delivery teams for quality delivery. Key Leadership skills are required as this will be a team consisting of consultants with a range of experience, from one year to over twenty.
The ACS Practice Manager will be responsible for guiding and mentoring consultants in the delivery of ACS services using the existing ACS methodologies. They will be responsible for attaining a high level of customer satisfaction and quarterly utilization targets in the form of delivered ACS monthly subscription and extended hours. This role will manage a portfolio of premium ACS customers and ensure that quality standards for delivery are exceeded. They will be the first point of escalation for the customers within their portfolio.
Preferred Qualifications/Skills include:
- 8+ years of experience in ERP consulting, preferably in Supply Chain processes and applications.
- Proven solution leadership and staff management experience.
- Experience implementing ERP Financials packaged application solutions
- Demonstrated experience in translating customer business requirements into workable software solutions
- Exceptional verbal and written communication skills
- Strong experience in Change Management and Business Process Mapping
- Excellent client management skills and the ability to work with customers to achieve their business goals
- Escalation management experience
- Global Delivery experience (working with employees and customers outside North America)
- Cloud/SaaS application solution experience
Career Level - M2
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