Learning Cloud Success Advisor – NetSuite Education Services

Job title: Learning Cloud Success Advisor – NetSuite Education Services

Company: Oracle

Job description: Customizes and delivers education services to external customers.

The Senior Consultant/Instructor is responsible for the success of their assigned Oracle project/training events and committed to superior customer service. They are expected to participate in the development of plans for continuous personal and professional growth. The Senior Consultant/Instructor is expected to master new services, technology and internal processes shortly after their implementation. Manage aspects of the customer event (i.e. instruction, application implementation, environment, setup etc.) to ensure success. Produce quality deliverables on a project (i.e. assessments, communication, curriculum development, Tutor, eLearning). Demonstrate the ability to teach new technical material, deliver new offerings and services, and/or implement new Oracle Applications modules with minimal preparation time and guidance. Meet utilization targets. Travel as needed.

Job duties are varied and complex, needing independent judgment. May have project lead role. BS or equivalent functional or professional experience preferred. Has obtained one or more industry recognized certifications (OCP, CPA, CPIM). Has 2 plus years technical or professional experience using Oracle products or related software. Has 2 plus years consulting experience or experience teaching adult learners. This position is hourly and eligible for overtime.

Oracle is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.

Qualifications

Why NetSuite?

You’ll be surrounded by smart, innovative, caring people — invested in our customers and the community. If you’re looking to share your unique perspective and ideas at a collaborative table and help equip all kinds of businesses achieve their visions, check us out.

Responsibilities:

NetSuite Education Services provides comprehensive instructional programs to ensure our customers have the knowledge to “Unlock the Suite” a/k/a increase their knowledge, use and love of the NetSuite system within their business.

The Learning Cloud Success Advisor (LCSA) plays a critical role in achieving this objective. They work collaboratively with our customers to help them build product knowledge, increase user adoption and achieve ROI. They do this by scoping, planning and managing the delivery of high-quality training strategies for customers.

This position is part of the Education Delivery team, led by the Director of Education Services Delivery, and reports to an Education Practice Manager. The LCSA will collaborate with a team of geographically dispersed North American consultants. The LCSA is responsible for managing the successful delivery of all types of education services for their portfolio of NetSuite customers who are live on NetSuite, but who have identified ongoing training needs. The role will manage a customer portfolio and ensure that quality standards for delivery are exceeded. The LCSA acts as the primary contact for all things related to NetSuite Training, and will help strategize and evangelize the services that NetSuite Education can provide. This role also includes balancing individual utilization with project managing expert Education resources to deliver training for large or complex customers.

We are seeking a services management professional, passionate about establishing great customer relationships, identifying training paths that will improve a customer’s use of NetSuite, developing training plans, delivering enablement sessions, and sourcing Education subject matter experts (SMEs) for complex needs.

Responsibilities include:

Guide customers through “Unlocking the Suite”

• Gain a deep understanding of the Customer’s business processes and how the Customer currently uses NetSuite

• Partner with Internal and Customer contacts to identify opportunities to educate the Customer

• Architect custom blends of Educational offerings (onsite and online training, education consulting, change management, training documentation, etc.) to increase the Customer’s use of and satisfaction with their NetSuite solution

• Advise Customers of Learning opportunities that will help them use NetSuite more robustly to reach their business goals

Ensure High Customer Satisfaction and Referenceability

• Manage an LCS Select project portfolio to maximize value through timely use of quarterly hours

• Act as a single point of contact for customers and become a trusted adviser to the Customer

• Ensure customer expectations of the product are appropriately set and effectively communicated

• Deliver a quality educational experience by providing project management, training, oversight, and follow through with and for the customer

• Collaborate with Training SMEs, LCSMs, NetSuite consulting/ACS, sales and partners during services engagements as needed

• Maintain LCS Select customer job record documentation in such a way that colleagues have quick access to necessary information about the account, processes, deliverables, etc. should they need to get up to speed quickly

• Quickly achieve high level knowledge of NetSuite and education and change solutions

• Maintain high levels of customer satisfaction and relentlessly pursue new ways of bringing value to our customers

Contribute to a High Performing Team

• Contribute to LCS internal process development

• Develop or identify expertise building activities for team members

• Contribute to team readiness to support new product features and releases

Growth and Development

• Grow product knowledge and consultative skills

• Improve, enhance or add to the LCS Select learning paths

Maintain and Enhance Our Best Practices Infrastructure

• Provide feedback to education program management to ensure program, curriculum and asset quality

Travel: As needed and appropriate.

Qualifications/Skills include:

• Professional experience with NetSuite Software is required, including fluency with reports and searches, custom fields, roles, and functional process flows.

• Ability to convince a client to accept a suggested training path/solution

• Demonstrated ability to deliver training to virtual audiences using interactivity, engagement and adult learning principals to maximize training effectiveness

• Ability to develop and maintain positive long-term customer relationships

• Create curricula tailored to individual customer requirements and environment

• Adapt rapidly and with flexibility to a variety of learning styles and client experience levels

• At least 1 year of experience delivering education in NetSuite

• Excellent organizational and time management skills, including successful experience managing multiple education projects

• Strong history demonstrating leadership behaviors regardless of title; including inspiring others, leading by example, strong decision-making capabilities, flexibility, empathy and accountability

• Outstanding communication skills; presentation, written, verbal, listening, and influencing

• Ability to work effectively and cross functionally with all parts of global education services, professional services, sales and partners; earning trust and building relationships throughout chain

• Strong team player with focus on and track record of collaboration and consensus

• Ability to organize, prioritize, and manage multiple responsibilities simultaneously, while adhering to and improving processes and procedures

• A dedication to client service, with strong customer relationship acumen and client management skills, and ability to drive client satisfaction in ever changing environments; comfortable interacting with all levels

• Success working with customers to develop and manage training and/or end user adoption solutions

• Successful resource allocation, timeline, administrative and project management experience

• Skilled in designing, presenting and negotiating educational project specifics including identifying needs, developing agendas, determining and communicating scope, budget, and timelines, ensuring training readiness, managing training delivery, and documenting solutions and results.

Expected salary:

Location: Canada – USA

Job date: Wed, 23 Dec 2020 00:40:32 GMT