Vice President of Customer Success (Netsuite)

Company Information

An exciting opportunity awaits with a premier NetSuite Solutions Provider looking to expand their executive team. The leadership is dedicated to fostering a supportive and rewarding work environment. with a dynamic and diverse business full of skilled Solution Architects, Support/Delivery professionals, and top-tier developers.

They specialize in delivering comprehensive solutions for industries like Manufacturing, Wholesale Distribution, Medical Devices, Services, and Software. With their own SuiteApps and connectors, they provide end-to-end solutions to clients. If you are passionate about NetSuite, this is the ideal place for you.

The Role – (US Candidates Only)

This role offers an exciting opportunity to lead and develop a dynamic team, managing a portfolio of diverse customers and delivering top-tier subscription consulting services across North America. As a key player, you'll hire, enable, and mentor new and experienced resources, drive performance through KPIs, and foster innovation in a collaborative environment.

You'll ensure service delivery aligns with the business's methodology, enhance customer experiences, and meet critical KPIs like utilization goals and subscription renewal rates. Additionally, you'll provide expert NetSuite consulting, implement tailored solutions, and troubleshoot configuration issues.

Responsibilities

• Hire, develop, enable, and oversee a team of new and experienced resources to achieve the business's Managed Services objectives.
• Expand and oversee a portfolio of customers across North America.
• Establish KPIs and objectives for Managed Services to gauge team performance and foster growth.
• Provide coaching, mentorship, and career development to new team members.
• Enhance team proficiency in managed service delivery, assess performance, and provide timely feedback.
• Collaborate with management peers to drive innovation and organizational change.
• Manage day-to-day administrative tasks such as forecasting, staffing, time approvals, vacations, and expense reports.
• Lead enterprise customer portfolios, ensuring service delivery adheres to the business's Methodology.
• Coordinate with direct reports and cross-functional teams to boost customer retention and drive growth.
• Work closely with sales, support, delivery, and development teams to optimize overall customer experiences.
• Achieve established KPIs, including utilization goals, subscription renewal rates, and net dollar retention.
• Provide expert NetSuite consulting using best practices and business analysis.
• Implement customized NetSuite solutions to meet specific industry and business needs.

Requirements

• 7+ years implementing and deploying customized NetSuite solutions in the partner space
• Experience hiring, developing, and managing a team of resources.
• Demonstrated ability to coach, mentor, and support career growth for team members.
• Proven track record in building team expertise and confidence
• Proven capability to collaborate with management peers to drive organizational innovation and change.
• Previous experience in leading and expanding a portfolio of enterprise customers.
• Experience in setting and achieving KPIs related to customer retention and growth.
• Proficiency in handling day-to-day administrative tasks including forecasting, staffing, and expense management.
• Experience in managing project budgets and ensuring projects are completed on time and within budget.

What they offer

• Lucrative salary plus bonus
• Unlimited PTO
• 401(k) match
• 100% Remote
• And more