NetSuite Client Manager - Responsive Escalations

Overview of the NetSuite Client Manager Role at Oracle

As a NetSuite Client Manager - Responsive Escalations at Oracle, you will join a highly skilled team of business process and industry experts dedicated to managing critical customer escalations. This role involves taking ownership of complex customer issues, developing and driving resolution plans to successful completion, and ensuring an exceptional customer experience.

Oracle is seeking a candidate with a strong background in process improvement, accounting, and consulting on enterprise ERP best practices. Excellent problem-solving and executive communication skills are vital to achieve trusted advisor status. Successful candidates are self-directed, consultative professionals passionate about solving complex challenges. Proficiency with ERP applications and core business processes is essential, with Oracle NetSuite platform experience strongly preferred. Experience can stem from implementation, customer success management, or end-user roles.

Key Responsibilities

• Manage complex customer escalations, partnering with Account Management and other customer-facing teams to understand the customer journey and lead resolution efforts.
• Build strong relationships within Oracle NetSuite, collaborating with internal teams (Support, QA, Engineering, Professional Services, Account Management, Channels, Advanced Customer Support, senior leadership) and external NetSuite partners to accelerate issue resolution.
• Serve as a trusted advisor to customers, gathering insights and feedback to enhance customer experience and satisfaction.
• Identify and pursue solution expansion opportunities by leveraging strong customer relationships and internal collaboration to uncover additional service needs.
• Contribute to 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.

Preferred Qualifications & Skills

• Strong experience with NetSuite ERP and core business processes (e.g., implementation, customer success management, or end-user).
• Demonstrated ability to synthesize complex information into clear recommendations, strategic visions, and resolution plans.
• Industry knowledge 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; Oracle NetSuite platform expertise is strongly preferred.
• Bachelor’s degree in Accounting, Finance, or a related field strongly preferred.

About Oracle

Oracle uniquely combines data, infrastructure, applications, and expertise to drive innovation and essential services, integrating AI across its products to create a better future. The company is committed to fostering a diverse and inclusive workforce, offering competitive benefits and encouraging community involvement.

Key skills/competency

• NetSuite ERP
• Customer Escalation Management
• Business Process Improvement
• Consulting
• Problem Solving
• Executive Communication
• Accounting/Finance
• Solution Design
• Stakeholder Management
• Performance Monitoring