Customer Success Manager

Summary

Join Beyond Cloud Consulting, an award-winning NetSuite Alliance Partner, as a Customer Success Manager. You will lead the delivery of ERP projects, manage stakeholder expectations, and ensure customer satisfaction. This role requires strong project management, leadership, and communication skills, along with experience in ERP implementation. Beyond Cloud offers a remote-friendly culture, professional development opportunities, competitive compensation, and a diverse and inclusive workplace. The ideal candidate will have a Bachelor's degree, 5+ years of project management experience, and proven success in delivering large-scale ERP projects. This is an opportunity to be at the forefront of a rapidly expanding company and contribute to its continued success.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Business, or a related field
• 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)
• 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
• Strong leadership skills with experience leading cross-functional teams in complex projects
• Excellent communication, negotiation, and stakeholder management skills
• Strong analytical skills with the ability to manage risks, resolve issues, and make informed decisions
• Proficient in Agile, Waterfall, or hybrid project management methodologies
• Experience in budgeting, forecasting, and resource allocation for large projects
• Ability to work in fast-paced environments and manage multiple projects simultaneously

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

Preferred Qualifications

• PMP, PRINCE2, or other relevant project management certifications
• Experience with NetSuite

Benefits

• Professional development and growth opportunities, including access to training, certifications, and networking events
• Remote-friendly culture
• Competitive compensation package, including a comprehensive benefits package and performance-based incentives