ERP Customer Success Manager

PS Global Consulting; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

PS Global Consulting is seeking a Customer Success Manager to nurture long-term relationships with key executives and IT stakeholders, ensuring NetSuite adoption and value realization. You will leverage NetSuite expertise to guide best practices, drive adoption, and support upsell opportunities across the portfolio.

You will review usage, address gaps, mentor junior team members, and lead training and demonstrations for clients and internal teams, aiming to maximize renewal rates and overall

Qualifications

• 3+ years of experience with NetSuite in an enterprise environment.
• Strong ERP knowledge and business process understanding.
• Proven ability to handle client escalations effectively.
• Ability to mentor junior team members and share knowledge.
• Experience leading training sessions and product demos, internally and externally.
• Solid analytical skills and data-driven decision making.
• Excellent written and verbal communication skills.
• Able to work independently and manage multiple priorities.
• Effective liaison across multiple contacts and departments.

Responsibilities

• Develop trusted advisor relationships with customer stakeholders and executive sponsors.
• Review customers’ NetSuite usage to identify gaps in functionality, customization, or training.
• Identify up-sell opportunities aligned with customer strategies and value.
• Navigate complex customer requests involving third-party solutions and enterprise systems.
• Drive customer satisfaction, product adoption, and subscription renewals.
• Anticipate customer requirements and potential challenges to ensure success.
• Assess renewal risks within the customer base.
• Conduct training sessions to improve adoption rates.
• Lead project management for change management activities and projects.

Skills

NetSuite experience

ERP knowledge

Client escalations

Mentor juniors

Training & demos

Analytical skills

Communication skills

Independence

Cross-department liaison

Multi-tasking

Job description

Overview
As a CSM, you will develop long-term relationships with your portfolio of assigned customers, connecting with key business executives and IT stakeholders, developing an understanding of their business requirements and goals, and how they are using NetSuite. Leveraging this customer knowledge, and your NetSuite expertise, you will provide adoption, industry, and implementation best practices strategies to ensure your customers maximize value from their investment in NetSuite. In addition, you will drive value creation by leading mini-projects and collaborating with Account Managers to identify upsell opportunities, providing solution recommendations to accelerate deal closures and enhance customer growth.

Job Descriptions:

1. Develop a trusted advisor relationship with customer key stakeholders and executive sponsors such that all NetSuite activities are closely aligned with the customer’s business case and business strategy, allowing the full potential of their NetSuite solution to be realized.
2. Review customer’s current usage of NetSuite to determine if challenges are the result of functionality gaps, implementation/customization gaps or training gaps. Be able to communicate findings with appropriate teams (i.e. Oracle NetSuite Principal team, Account Management, Marketing, Professional Services and Leadership).
3. Identify opportunities for adding greater value applicable to customer’s business strategies.
4. Navigate and advise on efforts related to complex customer requests or projects involving other 3rd party solutions and enterprise systems, escalating for assistance if needed.
5. Drive overall customer satisfaction, additional product adoption and ultimately subscription renewals.
6. Anticipate customers’ requirements and possible challenges – make our customers successful.
7. Identify and assess renewal risks within the customer base.
8. Conduct training sessions with customers to improve the adoption rate.
9. Project Management of proposed change management activities and projects.

Requirements:

1. At least 3 years of experience in NetSuite.
2. ERP knowledge and experience is a must.
3. Ability to handle Client Escalations.
4. Should be able to Mentor Juniors.
5. Ability to lead training and demo both internally and externally.
6. Strong analytical skills.
7. Strong communication skills, both verbal and written.
8. Ability to work independently.
9. Ability to liaise with multiple contacts and departments.
10. Multi-tasker.