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 help clients streamline their processes, simplify their administration, and get real-time, data driven insights into their business – 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 by asking probing questions and listening to the answer within the answer.

• Partner with Internal and Customer contacts to identify opportunities and craft custom education solutions that will improve the Customer experience and satisfaction with NetSuite.

• Guide Customers from reactive to proactive learning.

Ensure High Customer Satisfaction and Referencability

• Quickly achieve high level knowledge of NetSuite and education and change solutions that make up an Education training plan

• 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 and of training 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

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

Contribute to a High Performing Team

• Develop a robust knowledge of Education methodology and offerings
• Build and expand proficiency training on topics commonly requested by LCS Select clients

• Self-identify areas needed to develop expertise/experience and work with management and peers to fill in gaps in knowledge
• Work within the LCS Select team to ensure coverage of wide range of product functionality, volunteering when possible to become the SME for identified gaps in coverage

• 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:

• At least 2 years of experience configuring, supporting or training NetSuite in a professional capacity, including fluency with reports and searches, custom fields, roles, and functional process flows.
• Highly professional (clear and concise) communication (presentation, written, verbal, listening, etc.)
• Confidence to appropriately set customer expectations, proactively address issues, professionally set and enforce boundaries

• 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

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

• 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

• 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

• Proven ability to translate customer knowledge requests into workable education solutions, and probe into details that will allow for accurate time/effort scoping for training engagements

• Aptitude for thinking clearly and acting calmly in complex and fast-paced situations

• Bachelor’s degree or recognized equivalency or achievement of recognized professional level

Expected salary:

Location: Canada – USA

Job date: Wed, 23 Dec 2020 08:04:38 GMT