Acs Practice Lead

**What you’ll do
Oracle NetSuite is reinventing the engagement model for our growing install base of customers. We have created an umbrella subscription service, that provides functional and technical expertise to drive continuous improvement and value to our customer’s Oracle NetSuite ERP solutions.

**Leadership**:

- Lead a growing portfolio of ACS customers and manage delivery of subscription consulting services
- Drive team and individual performance to achieve Target and Stretch Goals against a Balanced Performance Scorecard
- Hire, develop and manage and team of new and experienced resources
- Provide coaching and mentorship to new employees and support in 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 the sales teams and assist in driving new ACS sales and renewals

**Delivery of ACS Services**:

- Responsible for adhering to the highest quality standards and performance metrics for ACS Delivery
- 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 the new ACS customers via the SuiteReview methodology
- Work with Sales, Support, Delivery and Product organisations to ensure effective overall customers experiences
- Achieve team utilisation 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

**Skills and Qualifications needed**:

- 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 goal

LI-Hybrid

Career Level - M3

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