Customer Success Manager
Beyond Cloud is an Award-Winning Alliance Partner with Oracle NetSuite focused on transforming business through implementation of NetSuite's ERP. We establish relationships with our clients through effectively managing their cloud strategy by creating a customized implementation plan that includes their vision and future goals of their systems architecture.
Since our founding in 2019, Beyond Cloud Consulting has not just grown—we’ve excelled. Our commitment to innovation and delivering top-tier solutions has propelled us to be recognized as a leader in the industry, earning us the prestigious "Alliance Partner of the Year" award twice. Our success story is further highlighted by numerous Spotlight Winner awards across various sectors, including: Wholesale Distribution, AI/Robotics (x3), Food and Beverage, Agriculture, Automotive, Sustainability (x2), Education & Aerospace. At Beyond Cloud Consulting, we are driven by a relentless pursuit of excellence, and our achievements across diverse industries speak to the impact we make. Join us, and be part of a team that’s shaping the future.
Position Overview:
We are seeking a highly skilled and experienced Customer Success Manager to oversee the successful delivery and execution of Enterprise Resource Planning (ERP) projects. The ideal candidate will have a blend of project management expertise, strategic thinking, and a deep understanding of ERP implementation stages. As the Customer Success Manager, you will lead cross-functional teams, ensure timely and efficient delivery of NetSuite projects, manage stakeholder expectations, and contribute to continuous improvement initiatives.
Please note: This is a remote position, you must be based in India and are comfortable working 9-5pm EST (night shift) for this role.
Responsibilities
- Lead the overall NetSuite delivery process, ensuring projects are completed on time, within scope, and on budget.
- Work closely with stakeholders (internal and external) to define project scope, objectives, and timelines.
- Manage the project lifecycle from planning, design, development, testing, deployment, and post-launch support.
- Coordinate with functional teams (consultants, tech teams, etc.) to ensure smooth project execution.
- Develop and monitor project performance metrics, ensuring the delivery of high-quality ERP solutions.
- Oversee project resources, ensuring teams are adequately staffed and trained.
- Identify and manage project risks and dependencies, ensuring proactive resolution.
- Ensure effective budget management and project financials, tracking expenses, and reporting on variances
- Serve as the primary point of contact for issue escalation, ensuring timely and effective resolution of customer challenges.
- Address and resolve customer issues with a focus on maintaining high levels of satisfaction and professionalism.
- Communicate directly with customers to understand their needs, address concerns, and build trust through transparent and empathetic interactions.
- Collaborate with internal teams to resolve complex issues, ensuring a seamless experience for the customer.
- Maintain detailed records of escalations, resolutions, and customer feedback to support continuous improvement efforts.
- Lead efforts to de-escalate negative feedback or critical situations, turning them into opportunities for delighting customers.
- Build and maintain strong relationships with customers, fostering trust and long-term loyalty.
- Conduct regular check-ins, surveys, and feedback sessions with customers to assess satisfaction levels and address concerns proactively.
- Identify high-risk accounts and develop action plans to mitigate churn risks.
- Ensure that customer feedback is consistently integrated into company-wide improvements.
- Design and implement strategies to improve CSAT (Customer Satisfaction), NPS (Net Promoter Score), and other customer happiness metrics.
- Regularly analyze customer feedback to identify pain points, trends, and opportunities for improvement.
- Act as a customer advocate, ensuring their voice is heard in product, service, and process improvements.
- Provide training and coaching to customer-facing teams on best practices for increasing customer satisfaction and loyalty.
- Share success stories and customer testimonials to motivate internal teams and align them with customer success objectives.
- Provide mentorship and support to project managers and team members.
- Encourage a culture of continuous improvement, identifying and implementing best practices in NetSuite Implementation delivery.
- Track, measure, and report on CSAT, NPS, and other relevant KPIs, providing actionable insights to internal teams.
- Collaborate with data analysts (if available) to create dashboards and reports that highlight customer experience performance.
- Present insights and recommendations to leadership to influence customer-focused strategies.
Customer Issue Management and Escalation:
Customer Engagement:
Strategy and Development:
Team Coaching and Leadership:
KPI Tracking and Reporting:
Required Skills and Experience
- Education: Bachelor's degree in Computer Science, Information Technology, Business, or a related field. PMP, PRINCE2, or other relevant project management certifications is an added advantage.
- Experience: 5+ years of experience in project management and ERP implementation, with at least 2 years in a senior leadership role (Delivery Manager or Senior Project Manager).
- ERP Knowledge: Proven experience managing and delivering large-scale ERP projects (SAP, Oracle, Microsoft Dynamics, or similar). Understanding of the full ERP lifecycle, from requirements gathering to post-launch support. Strong understanding of business processes and how ERP systems can optimize these processes. Experience with NetSuite will be an added advantage.
- Leadership: Strong leadership skills with experience leading cross-functional teams in complex projects.
- Communication: Excellent communication, negotiation, and stakeholder management skills.
- Problem-Solving: Strong analytical skills with the ability to manage risks, resolve issues, and make informed decisions.
- Methodologies: Proficient in Agile, Waterfall, or hybrid project management methodologies.
- Financial Management: Experience in budgeting, forecasting, and resource allocation for large projects.
- Fast Paced Environment : Ability to work in fast-paced environments and manage multiple projects simultaneously.
Why work at Beyond Cloud Consulting?
- We are proud to be recognized as the Canadian Partner of the Year for three consecutive years, reflecting our consistent excellence and growth. As we continue to expand rapidly, you’ll have the unique opportunity to be at the forefront of our success and experience it firsthand.
- Elevate your expertise with professional development and growth opportunities, including access to training, certifications, and networking events.
- Embrace work-life balance with our remote-friendly culture, freeing you from the constraints of traditional office life.
- We collaborate with some of the fastest-growing companies on exciting, high-impact projects, and you’ll have the chance to do the same. You'll enjoy the opportunity to learn from various industries and grow in your role, while receiving strong support from our management team to ensure your success.
- Competitive compensation package, including a comprehensive benefits package and performance-based incentives.
- Join a diverse and inclusive workplace where your talents are celebrated, and opportunities for advancement abound.
- A Culture of Openness and Transparency: We prioritize clear communication and honesty, fostering an environment where every voice is heard and valued.
- Team Building in a Virtual World: We enhance our virtual work experience with in-person events and team lunches, ensuring strong bonds and a sense of community, even from afar.
- Join a team of passionate and ambitious individuals who are dedicated to pushing boundaries and achieving excellence together.
- If you're driven by innovation, fueled by technology, and ready to chart a course for success, come join us at Beyond Cloud Consulting. Let's shape the future together.
Beyond Cloud Consulting is an Equal Opportunity Employer and actively promotes Diversity and Inclusion. We encourage all those who are interested to apply to be considered for a rewarding career with us.
If you require accommodation as part of the recruitment and selection process, please reach out to hr@beyondcloudconsulting.com. Please note, we do not accept unsolicited headhunter or agency resumes.
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