NetSuite Education Services Practice Manager

Job title: NetSuite Education Services Practice Manager

Job description: Customizes and delivers education services to external customers.

The Delivery Manager is responsible for the success of all Oracle events in their business area, committed to superior customer service and dedicated to the personal and professional development of their team. The Delivery Manager also focuses on fiscal management of the region through annual budgets, forecasting and expense management. Manage their aspect of the customer event (e.g. instructors/consultants, courseware, facilities, schedules, billing etc.) to ensure success. Provides fiscal management of their area, including the development of annual budgets, weekly forecasts and overall expense management. Advise and support staff professional development. Promote, implement and monitor strategies to ensure quality of OU products and services. Travel as necessary.

Leads a specialized area which may have diverse functional elements. Frequently interacts with supervisors and/or functional peer group managers. May interact with senior management. BS or equivalent technical experience preferred. Has obtained one or more industry recognized certifications (CTT, OCP, CPA, CPIM). Preferably 3 plus years technical or professional experience using Oracle products or related software. Has 2 plus years experience teaching adult learners. Has 3 plus years experience in a management or leadership role.

Qualifications

Why NetSuite?

You’ll be surrounded by smart, innovative, caring people — invested in our customers and the community. If you’re looking to share your unique perspective and ideas at a collaborative table and help equip all kinds of businesses achieve their visions, check us out.

Position Overview

NetSuite Education Services provides comprehensive instructional programs to ensure our customers have the knowledge to achieve the highest level of success from implementation to onboarding to adoption then expansion.

The Education Practice Manager plays a critical role in achieving this objective. They work collaboratively with their consulting team to oversee the programs that help our customers to build product knowledge, increase user adoption and achieve ROI.

This position is part of a collaborative Education management team reporting into a Director of Education Services Delivery. The Practice Manager will manage a team of geographically dispersed North American instructors/consultants. The Practice Manager is responsible for managing the successful delivery of all types of education services to all markets of NetSuite customers within their practice verticals, with a focus on new customers during their NetSuite implementations. The role will manage a project portfolio and ensure that quality standards for delivery are exceeded.

This role will also manage their business directly. They will work across teams to ensure the education solution offerings are meeting the needs of the customers over time. The Practice Manager will work with their peer management team as well as across internal teams to drive the business to ensure our offerings are evolving to meet the needs of the customer and market.

We are seeking a services management professional, passionate about leading a team to high levels of performance while delivering solutions that drive the effective use of NetSuite by our customers. This role requires demonstrated ability to coach employees on performance and career growth while retaining talent.

Responsibilities:

Ensure High Customer Satisfaction and Referencability

• Manage project portfolio to ensure quality, on-time and on-budget implementations using a mix of own team and global resources
• Develop a team of trusted advisors to bring the customers through implementation lifecycle and beyond
• Collaborate with NetSuite consulting and partners during services engagements
• Quickly achieve high level knowledge of NetSuite and education and change solutions
• Maintain high levels of customer satisfaction and relentlessly pursue new ways of bringing value to our customers

Lead and Continuously Develop a High Performing Team

• Attract, hire, lead and retain talent
• Mentor new education consultants and support ongoing development
• Develop or identify expertise building activities for team members
• Ensure timely team readiness to support new product features and releases
• Oversee daily activities of the training delivery team, handle administrative tasks and provide direction, motivation and guidance
• Collaborate with other Education Practice Managers in designing and improving onboarding, growth and professional development programs for our practice

Achieve or Exceed ES Revenue and Profitability Objectives

• Partner with and support sales and consulting teams in developing proposals for our services
• Represent our value proposition internally and to potential and current clients
• Drive creative solutions for ensuring renewals for education
• Ensure team billable utilization targets and practice revenue targets are met via effective resource allocation and collaboration with other Education Practice Managers.
• Provide accurate forecasting for revenue and resource capacity planning

Maintain and Enhance Our Best Practices Infrastructure

• Collaborate with Director and peers in creation of new services to advance practice and customer success
• Collaborate with Curriculum Development and SuiteSuccess teams to design and develop appropriate and affordable education solutions for new verticals and micro-verticals
• Provide feedback to education program management to ensure program, curriculum and asset quality
• Champion special projects to support business process, team and tool improvements
• Support global regions to align delivery models and to manage multi-national clients

Travel: up to 10%

Qualifications/Skills:

• Excellent people management skills, including successful experience managing a training delivery/ user adoption consulting team for a software company or demonstrated success mentoring, coaching and developing others
• Strong history demonstrating leadership behaviors regardless of title; including inspiring others, leading by example, strong decision-making capabilities, flexibility, empathy and accountability
• Outstanding communication skills; presentation, written, verbal, listening, and influencing
• Ability to work effectively and cross functionally with all parts of global education services, professional services, sales and partners, earning trust and building relationships throughout chain
• Strong team player with focus on and track record of collaboration and consensus
• Ability to organize, prioritize, and manage multiple responsibilities simultaneously, while adhering to and improving processes and procedures
• A dedication to client service, with strong customer relationship acumen and client management skills, and ability to drive client satisfaction in ever changing environments, comfortable interacting with all levels
• Success working with customers (and alongside implementers) to develop and manage training and/or end user adoption solutions
• Successful resource allocation, timeline, administrative and project management experience
• Skilled in designing and presenting solutions, articulating value propositions, negotiating project specifics, and managing delivery to maximize both revenue potential and customer success in a consulting/training practice
• Proven ability to translate requirements into workable project solutions, scope work effort, develop cost estimates and create services Statements of Work
• Aptitude for thinking clearly and acting calmly in complex and fast-paced situations
• Experience with CRM/ERP software. Consulting and management experience in a SaaS environment is a plus.
• Bachelor’s degree or recognized equivalency or achievement of recognized professional level

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