NetSuite · 2 months ago
Support Program Manager - Consumer Industries (Bilingual in English/Spanish)
United States
Full-time
Remote
Mid Level
$27.07/hr - $54.13/hr
3+ years expOracle is a world leader in cloud solutions, committed to innovation and inclusivity. The Support Program Manager will deliver post-sales support to customers, manage internal projects, and facilitate customer relationships to enhance overall satisfaction.
Cloud ComputingComputerCRMiOSSaaSSoftware
No H1B
Responsibilities
Help Onboard New Customers: Advise Customers via introduction calls and welcome materials, including onboarding information and effective and efficient ways to use Oracle Support Services and products, tools, systems, interfaces, and procedures. Educate customers on the value of the overall solution and encourage optimal utilization of their Food & Beverage Solutions
Put the Customer First as their Trusted Advisor: Work with multiple complex customers to develop long term partnerships. Act as a primary point of contact for the customer throughout the various stages of the customer lifecycle. Acts as Oracle navigator to gain access to necessary Oracle Resources. Includes Cloud Operations Guidance and Technical Support. Recognize chronic or reoccurring trends in service interruptions and elevate them to Senior Management
Collaborate Cross Functionally and Enhance How Customer Success is Defined: Create and contribute to an environment that is geared to innovation, high productivity, high quality and customer service. Responsible for sharing information across teams via defined methods. Gather Customer feedback to help initiate internal change where needed
Qualification
Required
3 to 5+ years of experience in a relevant field
Fluency in English and Spanish (reading, writing, speaking)
Ability to resolve post-sales non-technical customer inquiries via phone and electronic means
Experience in managing internal projects, repeat incident management, and problem management
Ability to create initiatives and present across lines of businesses
Strong communication skills, both written and verbal
Ability to learn technical software and customer business models
Flexibility to adapt processes and planning to meet customer goals
Self-motivated with the ability to perform well without ongoing oversight
Ability to transform customer emotion into qualitative and quantitative feedback
Preferred
Food & Beverage or Hospitality industry knowledge
Experience working under pressure and providing executive level updates
Benefits
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position.
Accrued Vacation is provided to all other employees eligible for vacation benefits.
For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment.
Vacation accrual is prorated for employees working between 20 and 34 hours per week.
Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire.
Refreshes each calendar year.
Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
Company
NetSuite
NetSuite is cloud computing company dedicated to delivering business applications over the internet.
Founded in 1998Redwood Shores, California, USA
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$157.79MKey Investors
Meritech Capital PartnersTako VenturesStarVest Partners
2016-07-28Acquired
2007-12-20IPO
2007-02-05Secondary Market· $17.87M
Leadership Team
Brian Chess
SVP Technology and AI
E
Eli Johnson
Vice President, Global Sales Productivity
Recent News
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2025-11-27
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