The Consulting Technical Manager position is responsible for the delivery of implementation services for NetSuite customers in a post-sales environment, specifically as a senior subject matter expert. Working with the rest of the Professional Services department, this position will quickly assess customer needs, develop innovative plans to solve their problems and guide customer or team members to implement these plans to the customer's satisfaction. The Consulting Technical Manager also provides pre-Sales support in opportunities with new prospects, as well as with existing customers. The successful Consulting Technical Manager must have a passion for helping customers find creative ways to more effectively run their businesses. Finding new ways to constantly improve the satisfaction and loyalty of our customers is a top priority. Working with aggressive timelines and a full customer portfolio is required.
Key
Responsibilities
Provide implementation services to new and existing customers
- Acts as SME on strategic implementations within, and across verticals
- Develops innovative solutions to solve customers’ business needs
- Configures and customizes NetSuite application to meet customer’s business requirements
- Drives internal project meetings and provides status on progress of activities and deliverables
Provide pre-Sales support
- Supports the sales cycle through overall solution review and feedback, and assistance with scoping and estimation
- Participates in C-level prospect discussions regarding solution overview and implementation considerations
Contribute to internal PS initiatives
- Documents solutions and contribute to solutions repository
- Documents Best Practices and share with PS practice
- Participates in SME program in area(s) of interest and expertise
Focus on Continuing Education
- Contributes to internal PS knowledge share; Review posted feedback on a continuous basis
- Participates in Continuing Education sessions
- Be fully versed on functionality released with each new product upgrade.
Problem Solving
- Works on significant and unique issues where analysis of situation or data requires evaluation of a number of intangibles
- Demonstrates excellent judgement in selecting methods and techniques for obtaining solutions
- Documents, troubleshoots and escalates Support issues outside defined parameters
- Ability to resolve complex issues per defined parameters and procedures, and escalate when necessary
- Ability to document reusable solutions
- Understands theories, concepts, principles, and techniques to handle situations without guidance
- Quickly assesses customer needs, develops innovative plans to solve complex business workflow, and implements these plans in the NetSuite environment
- Possesses a passion for helping customers find creative ways to more effectively run their businesses
Autonomy
- Acts independently to determine objectives, methods and procedures on new and/or critical assignments.
- Independently organizes and performs all work required within areas.
Decision Making
- Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results
- Ability to influence customers to modify current business practices, as required
- Ability to manage scope and expectations with the customer
Interpersonal Skills
- Superior written and verbal communication skills
- Superior presentation skills
- Ability to establish credibility and rapport with internal and external stakeholders, at all levels of organization
- Ability to work within project teams, and collaborate cross-departmentally
- Ability to communicate effectively with functional and technical resources, as well as Product Management and Development
- Creates formal networks involving coordination among groups
**Soft Skills **
- Demonstrates full expertise in business function
**Technical **
**Skills **
- Demonstrates exceptional technical, financial, and business skills
- Internal expert with software in a SaaS environment including any experience with Accounting, Sales Force Automation, Marketing Campaigns and Web presence
- Consulting experience with QuickBooks Great Plains/Microsoft Dynamics, SalesForce.com, Upshot, ACT, Goldmine, MAS 90, Siebel, Oracle, SAP, PeopleSoft, JD Edwards, NetSuite
- Pre-sales consulting experience
Education
- Bachelor’s degree, preferably in Accounting or Management Information Systems
- Master’s degree or post graduate coursework preferred
Professional Experience
- 12+ years’ experience in systems applications consulting with a consulting firm or software provider
- 5+ years in Consultant role with NetSuite Professional Services
Promotion Criteria
- Demonstrates advanced knowledge in at least 2 major areas of NetSuite functionality – i.e. ERP, CRM, Ecommerce, OpenAir in addition to an industry focus exhibited by a professional designation (i.e. CPA/CA) or relevant experience
- Supports the Sales process as a PS Subject Matter Expert, with little to no guidance from Management
- Contributes to internal PS Knowledge Share, and other cross-departmental vertical and horizontal initiatives
- Active participant in NetSuite Mentoring Program for Consultants and Senior Consultants
- Demonstrated ability to lead sessions or meetings representing product or industry knowledge at conferences or seminars
- Ability to lead a team of Consultants and Senior Consultants on large PS engagements
Reports To
- Practice Manager or Practice Director or Vice-President
Career Level - IC4