Job DescriptionNetSuite Education Services provides comprehensive training and enablement services to ensure our customers and partners have the knowledge to achieve the highest level of success at implementation and through adoption. The Senior Practice Manager will play a critical role in achieving this objective. They will work collaboratively with our customers to help them build product knowledge, increase user adoption and achieve ROI. They will do this by scoping, planning and managing the delivery of high-quality enablement strategies for new and install base customers.
They will also help grow and shape the NetSuite Education Services footprint in the Asia region (including China, India, ASEAN and Japan) through close collaboration with internal business partners including Sales, Marketing and Professional Services.This position reports to the Global Director of Education and will manage a team of geographically dispersed instructors/consultants. The Practice Manager is responsible for managing the successful delivery of training services to all types of NetSuite customers and partners within their region. The role will manage a project portfolio and ensure that quality standards for delivery are exceeded. The Senior Practice Manager is often the first contact a customer has with Education Services and acts as the evangelist for what we can provide.
This role also includes individual delivery responsibilities as a user enablement project manager/consultant. You are 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.Responsibilities: - Lead and Continuously Develop a High Performing Team- Attract, hire, 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 releases and geographic expansion- Oversee daily activities of the training delivery team, handle administrative tasks and provide direction, motivation and guidance- Serve as the local management resource for extended Manila Education Services teams and provide ongoing office leadership - Achieve and Exceed ES Revenue and Profitability Objectives- Evaluate opportunities/investments and develop strategies for expansion into new markets and sub-regions- Partner with and support education services advisors, partners, sales and consulting teams in scoping opportunities and developing proposals for education services across the region- 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.- Present our value proposition internally and to potential and current clients - Architect custom learning blends of onsite and online training, education consulting, change management, and performance support solutions for customers- Expand ES sales in existing customer base- 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- Act as a single point of contact for customers and internally within practice area and become trusted adviser to the - Customer through implementation lifecycle and beyond- Collaborate with NetSuite consulting and partners during services engagements- Lead select customer user enablement jobs, provide initial project management and later oversight, and follow through with customer- Deliver user adoption advising, strategy and planning services to clients- Quickly achieve high level knowledge of NetSuite and education and change solutions- Maintain high levels of customer satisfaction with enablement services and relentlessly pursue new ways of bringing value to our customers- Maintain and Enhance Education Best Practices Infrastructure- Manage processes to gather, track, analyze, report and monitor regional business operation metrics- Collaborate with director and peers in creation of new services to advance practice and customer success- Provide feedback to education program management to ensure 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 30% Qualifications/Skills: - Excellent people management skills, including successful experience managing a training delivery team for an enterprise software company across a diverse and broad Asia region- Exceptional skills 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- Success working with customers (and alongside implementers) to develop and manage user enablement, change management, and/or end user adoption solutions- Proven ability to translate requirements into workable project solutions, scope work effort, develop cost estimates and create services Statements of Work- Outstanding communication skills; presentation, written, verbal, listening, and influencing - Strong customer relationship acumen; comfortable interacting with all levels - Successful resource allocation, timeline and project management experience- Ability to work effectively and cross functionally with professional services, sales, and partners; earning trust and building relationships throughout chain- Strong team player with the ability to organize, prioritize, and manage multiple responsibilities simultaneously- A dedication to client service, client management skills and ability to drive client satisfaction in ever changing environments- The ability to think and act in complex and fast-paced situations- Experience with CRM/ERP software.
Consulting and management experience in a SaaS environment is a plus.- Proactive approach and desire to launch and successfully execute new initiatives- Bachelors degree or recognized equivalency or achievement of recognized professional level
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