NetSuite Solutions Client Success Manager

Overview

Baker Tilly is a leading advisory tax and assurance firm providing clients with a genuine coast-to-coast and global advantage in major regions of the U.S. and in many of the worlds leading financial centers New York London San Francisco Los Angeles Chicago and Boston. Baker Tilly Advisory Group LP and Baker Tilly US LLP (Baker Tilly) provide professional services through an alternative practice structure in accordance with the AICPA Code of Professional Conduct and applicable laws regulations and professional standards. Baker Tilly US LLP is a licensed independent CPA firm that provides attest services to its clients. Baker Tilly Advisory Group LP and its subsidiary entities provide tax and business advisory services to their clients. Baker Tilly Advisory Group LP and its subsidiary entities are not licensed CPA firms.

Baker Tilly Advisory Group LP and Baker Tilly US LLP trading as Baker Tilly are independent members of Baker Tilly International a worldwide network of independent accounting and business advisory firms in 141 territories with 43000 professionals and a combined worldwide revenue of $5.2 billion. join the conversation onLinkedInFacebookandInstagram.

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Job Description:

Baker Tillys NetSuite Solutions practice is one of the fastest-growing technology consulting groups in the firm. As an Oracle NetSuite partner operating under a Transaction Management Agreement (TMA) we sell both the NetSuite license and the implementation services that surround it giving us a complete differentiated offering in the mid-market ERP space.

We are seeking a Client Success Manager to join our experienced NetSuite Practice Client Success team within Baker Tillys Professional Sales Organization (PSO). Leveraging the resources tools and expertise of the PSO this role will collaborate closely with Client Success and NetSuite Practice colleagues to advance shared sales client success and growth objectives. The NetSuite Practice is part of Baker Tillys Digital Advisory Services group.

The Client Success Manager is a senior quota-aligned role accountable for a portfolio of client relationships that includes a significant number of Strategic Enterprise clients alongside Growth and Mid-Market clients. The Manager adapts the depth and cadence of engagement to each clients tier and potential while serving as the clients trusted advisor before during and after the sale: leading the pursuit of NetSuite license renewal and services project opportunities within assigned accounts orchestrating cross-functional pursuit teams to scope and close engagements and owning the ongoing client success relationship after projects are sold and delivered. The Manager is also expected to model best practices for the team contribute to the continuous improvement of client success and sales operations processes and provide informal guidance to less-tenured Client Success colleagues.

Grit is central to success in this role. We define grit as a commitment to long-term client success demonstrated through consistent effort resilience in the face of obstacles and the passion to persist until goals are achieved even when progress is slow or challenges arise. Client success is built over multiple renewal cycles complex project engagements and sometimes difficult moments and the Manager is expected to bring that persistence to every account in the portfolio.

Key Responsibilities

Strategic Client Relationship Management

• Own and grow a diverse portfolio that includes a significant number of Strategic Enterprise clients as well as Growth and Mid-Market clients developing and executing account plans aligned with client tiering business priorities and Baker Tillys practice objectives.

• Build and sustain executive-level relationships including CFOs COOs controllers and IT leaders involved in ERP decisions serving as the clients trusted advisor throughout the full client lifecycle. Apply the greatest depth of executive engagement to Strategic Enterprise clients while maintaining credible valued relationships with Growth and Mid-Market clients.

• Tailor engagement models to each client segment using high-touch executive-level strategic planning for Strategic Enterprise clients and efficient scalable yet personal engagement for Growth and Mid-Market clients; conduct intentional scheduled engagement including business reviews aligned with client tiering; assess client needs communicate Baker Tillys value proposition solicit feedback and connect clients with appropriate internal contacts and solution teams.

• Serve as the executive-level liaison for escalated matters coordinating with sales service product PMO consulting and development teams to resolve issues quickly and protect client confidence.

• Drive high levels of client retention reference ability and advocacy including the development of client success stories testimonials and case studies.

• Prioritize time and resources across the portfolio balancing the needs of strategic accounts with the growth potential of Growth and Mid-Market clients and identify Growth and Mid-Market clients ready to expand into higher-value relationships.

• Monitor assigned accounts for reference ability and satisfaction support client satisfaction surveys and track and help resolve support cases requiring escalation.

Services Project Sales & Team Selling

• Manage IT project services sales cycles from opportunity identification through close including uncovering needs within existing accounts qualifying opportunities and presenting services project proposals to client stakeholders.

• Partner with technical solution architects to scope NetSuite implementation optimization managed services consulting and development engagements.

• Orchestrate cross-functional pursuit teams (sales solution architects PMO and delivery leaders) setting pursuit strategy clarifying roles and keeping the team aligned from initial need through close.

• Position software and services together as an integrated solution for finance procurement and business operations leaders selling both software products and professional services as part of an integrated account strategy.

• Serve as a pre-sales resource for clients new leads and prospects as appropriate.

Revenue Growth & Account Strategy

• Develop and execute account strategies to expand recurring product revenue and services revenue within assigned Baker Tilly client relationships across Strategic Enterprise Growth and Mid-Market segments.

• Identify qualify and scope client needs for NetSuite SuiteApps Baker Tilly Subscription Billing and complementary third-party software solutions.

• Own license renewal and upsell strategy for assigned accounts and ensure renewal and upsell transactions are processed accurately and in a timely manner.

• Identify follow-on optimization managed services and support opportunities after implementation projects go live to extend the clients return on their ERP investment.

Post-Sale Client Success & Delivery Partnership

• Own the ongoing client success relationship after services projects are sold including monitoring delivery health and engagement quality.

• Coordinate with project and delivery teams to keep engagements on track surface risks early and manage client expectations.

• Resolve escalations and drive renewals expansion and long-term retention across the portfolio.

• Capture client feedback and delivery lessons learned and share them with practice leadership to improve offerings and the client experience.

Communications Marketing & Events

• Partner with sales and marketing to support client communications newsletters email campaigns social media outreach webinars SuiteWorld participation and other client-facing events.

• Collaborate with marketing to connect clients with co-branding opportunities testimonials case studies and approved company marketing initiatives.

• Represent Baker Tilly as a presenter or executive host at client events and industry or partner events as appropriate.

Data Integrity & Process Discipline

• Maintain complete and accurate account contact opportunity activity task license sales order and customer tier data in Salesforce and other PSO-supported systems.

• Adhere to transaction processes conduct audits of customer contact license and tier records and identify and help implement opportunities to improve internal workflows.

• Ensure activity opportunity and forecast data remain accurate current and aligned with pipeline reporting expectations.

• Effectively use Baker Tilly and PSO-supported sales and client engagement resources including Salesforce HighSpot ZoomInfo and other supported platforms.

• Support follow-up on escalated accounts receivable matters related to aging invoices and complete timely activity tracking and time entry.

Forecasting Reporting & AI-Enabled Selling

• Provide clear supportable commit and upside forecasts to assist practice leadership with planning staffing and hiring decisions.

• Use and contribute to the improvement of AI-enabled business development tools including prospect research scoring outreach sequencing and proposal generation capabilities.

• Provide reporting on metrics and key performance indicators for assigned clients including:

• Business reviews completed in alignment with client tier categorization.

• Services project pipeline bookings and delivery health.

• Support services engagement including on-demand support optimization services and premier support services.

• License revenue is associated with assigned clients.

• Client renewal expansion and retention rates.

• Product license upsell activity by client.

• Client satisfaction and engagement quality.

• Third-party partner engagement and related recurring or commission revenue.

Leadership & Team Contribution

• Model best practices in account planning team selling and client engagement and share them with Client Success and NetSuite Practice colleagues.

• Provide informal guidance and onboarding support to newer Client Success team members.

• Contribute to the continuous improvement of client success sales operations and cross-functional handoff processes between sales delivery and support.

Grit in Action

Grit is a core success factor for this role. The Client Success Manager is expected to demonstrate:

• Commitment to long-term client success: prioritizing lasting client outcomes and relationships over short-term wins across every client segment in the portfolio.

• Consistent effort: following through on account plans renewals escalations and follow-ups week after week regardless of the size or tier of the client.

• Resilience in the face of obstacles: staying constructive and solution-focused through difficult client situations delayed decisions competing priorities and project setbacks.

• Passion to persist until goals are achieved: continuing to drive toward retention expansion and client success goals even when progress is slow or challenges arise.

Qualifications

Education and Experience

• Bachelors degree in a relevant field and 5 years of related professional experience including a demonstrated track record managing a portfolio of strategic enterprise-level client relationships in technology consulting customer success or IT engagement management.

• Experience managing IT project services sales cycles including identifying opportunities within existing accounts partnering with technical solution architects to scope engagements and presenting services project proposals to client stakeholders through to close and managing ongoing client relationships.

• At least two years of NetSuite ecosystem experience including license and renewal sales SuiteApps complementary third-party solutions and the ability to position software and services together as an integrated solution for finance procurement and business operations leaders.

Required Skills

• Experience with NetSuite ERP platforms software renewals and related business applications.

• Proven ability to build and sustain executive-level relationships (CFO COO controller and IT leadership) across strategic accounts serving as the clients trusted advisor before during and after the sale.

• Strong team selling skills with experience orchestrating cross-functional pursuit teams (sales solution architects PMO and delivery leaders) to facilitate and manage services project sales and comfort selling both software products and professional services as part of an integrated account strategy.

• Demonstrated success owning the ongoing client success relationship after services projects are sold including monitoring delivery health coordinating with project and delivery teams resolving escalations and driving renewals expansion and long-term retention.

• Experience using data analysis and reporting tools including Cloud based CRM platforms and related systems.

• Experience supporting client communications or marketing content including newsletters social media and related outreach materials.

• Strong organizational analytical and detail-oriented capabilities.

• Ability to manage multiple priorities and detailed processes in a fast-paced environment.

• Excellent verbal written and presentation skills.

• Demonstrated ability to influence action and build consensus to achieve objectives.

• Ability to work effectively in remote in-office and hybrid environments with occasional travel as needed.

• Ability to collaborate effectively with distributed teams.

Beneficial Skills

• Experience selling NetSuite ERP implementation and optimization services projects including scoping engagements with technical solution architects presenting proposals to executive stakeholders and guiding clients from initial need through close.

• Experience managing ongoing client relationships after NetSuite implementation projects go live including identifying follow-on optimization managed services and support opportunities that extend the clients return on their ERP investment.

Language & Communication Skills

• Excellent verbal and written communication skills.

• Ability to listen actively ask thoughtful questions and translate client input into business requirements.

Other Requirements

• Availability during core business hours.

• Ability to influence action and gain support from others to meet shared objectives.

• Ability to travel up to 10% of the time.

The pay rate range for this job position is $85800 to $135000. Actual compensation is influenced by a variety of relevant factors including but not limited to applicants skills prior experience qualifications degrees professional certifications work arrangements and geographic location. Other compensation for this role may include performance and sales-based commissions.

Baker Tilly offers a comprehensive compensation and benefits package to eligible employees.

Required Experience:

Manager