ACS Practice Lead

1 month ago

London, Greater London, United Kingdom Oracle Full time

About the Role

Oracle NetSuite is seeking a highly skilled and experienced leader to join our team as an ACS Practice Lead. In this role, you will be responsible for leading a growing portfolio of ACS customers and managing the delivery of subscription consulting services.

Key Responsibilities

  • Lead a team of consultants and manage the delivery of ACS services to customers
  • Drive team and individual performance to achieve targets and stretch goals
  • Hire, develop, and manage a team of new and experienced resources
  • Provide coaching and mentorship to new employees and support their career growth and development
  • Build your team's expertise and confidence in ACS delivery work, assess performance, and give prompt and assertive feedback
  • Conduct regular 1:1 meetings with direct reports and matrix-assigned reports
  • Handle day-to-day administrative tasks, including time approvals, holiday and expense management, and reporting
  • Create and execute new programs, processes, and ACS initiatives
  • Prepare and communicate quarterly check-ins and annual performance reviews for direct reports
  • Work alongside sales teams to drive new ACS sales and renewals

Delivery of ACS Services

  • Responsible for adhering to the highest quality standards and performance metrics for ACS delivery
  • Increase the value of the NetSuite application for customers
  • Follow and promote ACS methodologies for delivery services
  • Responsible for a portfolio of customers subscribed to ACS services to ensure quality and responsiveness for ACS reviews and case work using a team of global resources
  • Coordinate the intake of new ACS customers via the SuiteReview methodology
  • Work with sales, support, delivery, and product organizations to ensure effective overall customer experiences
  • Achieve team utilization and renewal targets for ACS

Ensure High Customer Satisfaction

  • Become a trusted advisor to the customer through the initial intake process and throughout their ACS engagement
  • Display and mentor strong customer relationship skills
  • Team with ACS directors, account management, and client management teams to promote user adoption and effective use of NetSuite
  • Monitor and follow up on customer satisfaction feedback as it relates to surveys or escalations

Requirements

  • 8+ years of experience in ERP consulting or delivery
  • Proven leadership or staff management experience
  • Exceptional verbal and written communication
  • Excellent client management skills and the ability to work with customers to achieve their business goals

About Oracle

  • Join a global workplace where you can make an impact
  • We offer competitive salaries and exciting benefits – along with flexible and remote working to suit your lifestyle
  • Get access to development opportunities that can advance your career, an Employee Assistance Program to support your mental health, and core benefits such as medical, life insurance, and access to retirement planning
  • Be yourself in an inclusive culture where employee resource groups champion our diverse communities

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