From both a functional and technical perspective, the Technical Account Manager (TAM) is NetSuite's primary focal point and advocate for a customer's success. A Technical Account Manager will offer guidance on best practices gleaned over the years from other successful NetSuite deployments worldwide. TAM responsibilities for post-deployment support and guidance include:
Develop deep relationships within the account from C-level executive sponsors to front-line administrators, building credibility and confidence to be the trusted "go-to" championStay abreast of all strategic customer initiatives, helping to promote the most effective deployment of NetSuite to solve business challengesHelp the customer executive to identify and report on measurable results that demonstrate the efficiencies gained and business challenges overcome utilizing our solutionsKeep the customer informed of new functionality in upcoming product releases and develop a roadmap for successful adoption of the latest enhancementsMeasure and report on customer satisfaction by meeting with key customer stakeholders to understand challenges they face and, as required, create detailed service improvement plans with measurable goalsAnalyze design alternatives and recommend best approaches based on knowledge of business requirementsReview open incidents, problems and enhancement requests, communicating priority and direction to responsible NetSuite teams to ensure necessary visibility, priority and outcomesHelp ensure ongoing performance optimization via engagement of NetSuite Advisory Service SpecialistsMeasure and report on total customer satisfaction by meeting with key stakeholders within the company to understand challenges they face and, where required, create detailed service improvement plans with measurable goalsPartner with NetSuite Sales and Account Managers to optimize customer success and provide insight and key information on the account's strategic directionPartner with Professional Services or System Integrator and the customer during the final stages of implementation to ensure a seamless transition to post implementation supportImplementation Support and Guidance Responsibilities (as applicable)While the TAM role is primarily designed to ensure the success of NetSuite customers post-deployment, a TAM may also be engaged during implementation to provide guidance and best practices. During implementation, a TAM may:Partner with Professional Services or Systems Integrator and customer during all the phases of implementation to ensure a seamless transition to post-implementation business operationCommunicate and coordinate across all internal NetSuite stakeholders, providing key deployment dates, milestones and rollout plans to ensure strategic "go-live" events are well planned and executedCoordinate post-mortem meetings and facilitate the delivery of formal RCA (root cause analysis) for significant issues affecting productionAdvise on optimal phasing of requirements and functional delivery to facilitate user acceptanceGuide project team on leading practices for implementing NetSuiteProvide ongoing guidance to project team in setting up development, test, training and production environments.
Text title: Minimum Qualifications:
Bachelor's degree or related experienceA fundamental understanding of ERP in large organizations5+ years of experience in the high-tech environment, preferably in the ERP application domainExperience working at/with companies performing complex/large scale applications deployments, employing recognized best practicesExperience including a successful track record of multi-tasking several projects and working as part of a cross-functional team
Text title: Preferred Qualifications