Managing Principal Consultant

Managing Principal Consultant-220007Q5

**Applicants are required to read, write, and speak the following languages***: English

**Preferred Qualifications**

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**OTA-RM-BR**

The Manager - Advanced Customer Support positon will lead a team of resources responsible for delivering Advanced Customer Support (ACS) services. 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 new team and will initially consist of consultants with less than three years’ experience.

The ACS 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/quarterly subscription and extended hours. This role will manage a portfolio of 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.

**Detailed Responsibilities include**:
Leadership
- Hire, train and manage team of new and experienced resources to fulfill ACS objectives
- Provide coaching and mentoring to assist in resources’ career development
- Build team’s expertise and confidence in ACS delivery work
- Handle day-to-day administrative tasks such as: vacation scheduling, expense reports, time

**Delivery of ACS Services**:

- Responsible for adhering to highest quality standards for ACS delivery
- Follow and promote ACS methodologies for delivery of services
- Responsible for a portfolio of customers subscribed to ACS Services to ensure quality, responsiveness for ACS Reviews and/or tasks using a mix of global resources
- Work with other Managers in the coordination of Suite and Agile reviews for the intake of new ACS customers
- Achieve team utilization targets for ACS Services

**Ensure High Customer Satisfaction and Referenceability**
- Become trusted adviser to the Customer through initial ACS intake process and throughout their ACS engagement
- Display and mentor in regard to strong customer relationship skills needed in delivery of a subscription service
- Team with ACS Directors, Account Management and Client Management teams to promote user adoption and effective use of NetSuite, and support renewal efforts
- Monitor and follow up on customer satisfaction feedback as it relates to surveys or escalations.

**Preferred Qualifications/Skills include**:

- Proven Solution leadership and staff management experience.
- 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 goal

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**Detailed Description and Job Requirements**

An entry-level management position responsible for providing quality work products on customer engagements while managing a small team of consultants. Has a broad understanding of solutions, industry best practices, multiple business processes or technology designs within a product/technology family.

Performs varied and complex duties and tasks that need independent judgment, in order to implement Oracle products and technology to meet customer needs. Applies Oracle methodology, company procedures, and leading practices. Demonstrates expertise to deliver functional and technical solutions on moderately complex customer engagements. May lead the solution design and implementation aspects of engagement(s) ensuring high quality, integrated software solutions within constraints of time and budget. Effectively consults with management of customer organizations. Participates in business development activities. Ensure that operational policies are followed and that business objectives are achieved by focusing on best practices and process improvements. Responsible for operational metrics and overall business results for area of responsibility. Provides coaching, guidance and feedback to develop skills of team members. Typically manages individual contributors. Demonstrates multiple business process expertise within one product family or technology solutions architect and design expertise for one technology product and understand cross stack impacts.

6-8 years of experience relevant to this position including 3-4 years consulting experience and 1 year of engagement/team leadership experience. Undergraduate degree or equivalent experience preferred. Product or technical expertise relevant to practice focus. Ability to communicate effectively. Ability to build rapport with team members and clients. Ability to travel as needed.

**Oracle is an Affirmative Action-E