Company Overview

Oracle Corporation is a global leader in enterprise cloud applications, database software, and emerging technologies, empowering businesses worldwide to innovate and grow. With a comprehensive portfolio including NetSuite, the leading cloud-based ERP solution, Oracle drives digital transformation for millions of customers across industries. Join us to shape the future of business at a company renowned for innovation and excellence.

Position Overview

As a NetSuite Client Manager - Responsive Escalations (Individual Contributor), you will join a highly skilled team of business process and industry experts dedicated to managing critical customer escalations for NetSuite implementations. Your role will focus on swiftly resolving complex issues, ensuring customer satisfaction, and driving successful outcomes for high-priority accounts. This position offers the opportunity to leverage your expertise in a fast-paced environment, collaborating with cross-functional teams to deliver exceptional support and strengthen Oracle's NetSuite customer relationships across the United States.

Key Responsibilities

• Lead the triage and resolution of high-priority NetSuite customer escalations, ensuring rapid response times and minimal disruption to client operations.
• Analyze complex technical and business process issues within NetSuite implementations, identifying root causes and implementing effective solutions.
• Collaborate with customers, account teams, and internal stakeholders to develop tailored escalation action plans and timelines.
• Act as the primary point of contact for escalated clients, providing clear communication, status updates, and proactive issue mitigation strategies.
• Drive cross-functional resolution efforts involving product engineering, support, and professional services teams to resolve escalations efficiently.
• Document escalation cases thoroughly, capturing lessons learned and contributing to knowledge base improvements for future prevention.
• Monitor escalation metrics and trends, recommending process enhancements to reduce recurrence and improve overall customer experience.
• Advocate for customer needs internally, influencing product roadmap discussions and service delivery improvements.
• Conduct post-escalation reviews with clients to validate resolutions and gather feedback for continuous improvement.
• Maintain expertise in NetSuite functionality, staying current with updates, features, and best practices to provide expert guidance.

Required Qualifications

• Bachelor's degree in Business, Information Technology, or a related field, or equivalent practical experience.
• 5+ years of experience in customer support, account management, or consulting roles within SaaS/ERP environments.
• Proven track record of managing and resolving customer escalations in a high-pressure, time-sensitive setting.
• Strong understanding of NetSuite ERP modules, including Financials, CRM, Procurement, and SuiteCommerce.
• Excellent problem-solving skills with the ability to analyze complex technical and business issues quickly.
• Outstanding verbal and written communication skills, capable of articulating solutions to executive stakeholders.
• Experience working with cross-functional teams, including engineering, product, and sales, to drive outcomes.
• Ability to thrive in a remote, fast-paced environment with strong organizational and prioritization skills.

Preferred Qualifications

• NetSuite certifications such as SuiteFoundation, Administrator, or ERP Consultant.
• Experience with NetSuite implementation projects or professional services delivery.
• Background in industry verticals such as manufacturing, retail, or professional services using NetSuite.
• Familiarity with ITIL or other service management frameworks for escalation handling.
• Advanced proficiency in data analysis tools like Excel, Tableau, or NetSuite SuiteAnalytics.

What We Offer

• Competitive base salary plus performance-based incentives and bonuses.
• Comprehensive health, dental, and vision insurance with low employee premiums.
• Generous 401(k) matching program and employee stock purchase plan.
• Flexible time off, including unlimited PTO and paid parental leave.
• Professional development stipend for certifications, training, and conferences.
• Remote work flexibility with home office setup allowance and wellness programs.

About the Team

The Responsive Escalations team is a dynamic group of NetSuite experts passionate about turning challenging customer situations into success stories. We operate with urgency and empathy, leveraging deep product knowledge and collaborative spirit to exceed expectations. As an individual contributor, you'll have the autonomy to make an immediate impact while being supported by a global network of Oracle professionals dedicated to customer success.