Job Description

About This Role
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Bounteous x Accolite makes the future faster for the world's most ambitious brands. Our services span Strategy, Analytics, Digital Engineering, Cloud, Data & AI, Experience Design, and Marketing. We are guided by Co-Innovation, our proven methodology of collaborative partnership.

Bounteous x Accolite brings together 5000+ employees spanning North America, APAC, and EMEA, and partnerships with leading technology providers. Through advanced digital engineering, technology solutions, and data-driven digital experiences, we create exceptional and efficient business impact and help our clients win. Job Responsibilities: • Acts as the liaison between customers and Technical Service Delivery teams
• Builds and manages customer relationships and stives for highest level of customer satisfaction
• Leverage Netsuite implementation expertise. Delivery quality & value for clients
• Provide mentorship to ensure fluid delivery of the technical scope
• Exceed client expectations by going above and beyond target
• Manage a team of Consultants and Developers and at levels
• Build individual development plans for all the team members
• Conduct quality assurance calls with team members alongside clients
• Meet key performance indicators. (Forecast accuracy)
• Collaborate with Leaders of the organization by managing the business grow and stay up to date with methods of improvement
• Attending conferences and training to stay up to date with Netsuite practices and knowledge
• Customer's single point of contact for escalations and communication focal point for satisfaction issues
• Knowledgeable of all managed service offerings and represents all services to the customer
• Manages a customer satisfaction program consisting of periodic solicitation of customer feedback and development of action plans designed to improve the service experience
• Leads reviewing, auditing delivery performance and preparing presentations and documentation as needed
• Oversees client-specific projects
• Drives and manages Root Cause Analysis efforts with any service failures and communicates resolutions back to affected customers
• Supports and manages customer related projects as needed
• Collaborates with stakeholders to establish effective Service Level Agreements (SLAs) designed to ensure client satisfaction by adding value to the service, and managing service performance against agreed SLAs and KPIs (key performance indicators)
• Brings a comprehensive understanding of Managed Services, IT Service Management (ITSM) and the ITIL Framework
• Promotes Managed Services across Bounteous and to our clients to enhance understanding of ITSM and how it co-creates value
• Reports to Service Delivery Director and heavily interacts with service delivery coordinators, process analysts, technical leaders, and engineers to accomplish the delivery of managed services to our clients
• Supports Bounteous internal ITSM process and best practices, following ITIL-aligned workflows and processes to facilitate inter-team communications and meet client requirements
• Contract Management - develops client-specific statements of work, ensures change order governance for out-of-scope work, verifies contractual requirements are being met
• Financials - manages the profitability of the services for assigned clients, governs resources charging time and expenses against client accounting codes, Maintains proper balance between cost reduction initiatives, account profitability and customer satisfaction
• Account Management - works closely with Client Services to provide tools and documentation needed to effectively manage Managed Services clients
• Anticipates client service requirements, managing the allocation of resources and staff to minimize service disruptions and ensure services are delivered within budget
• Ensures a high level of customer communication including leading service review meetings, managing customer expectations, and working to ensure customer delight
• May attend P1 bridge calls and provide Major Incident Management if the MIM is unavailable
• Escalates to the Service Delivery Director for major client service impacts
• Well-versed in and easily shifts between business and technical discussions
• Understands the technologies used to provide services including synthetic monitoring, patch management, Infrastructure as Code, automation tools, cloud dashboards and log collectors
• Ability to resolve conflicts in a mature, productive, and positive manner
• Provide out-of-hours on-call support to provide major incident management to technical teams during major incidents, coordinating escalations and communications to Bounteous, their clients and other stakeholders
### Information Security Responsibilities

• Awareness on information security measures such as acceptable use of information assets, malware protection, password security
• Understand and report security risks and how they impact the confidentiality, integrity, and availability of information assets
• Understand how data is stored, processed, or transmitted from a Data privacy and protection standpoint
### Qualification

• Graduate/Post-Graduate in any discipline with 12+ years of experience in Service Delivery
• 4-6 years of Netsuite experience as a team lead, senior consultant or manager
• 2-5 years of experiencing customizing, implementing and configuring within the Netsuite ecosystem
• Capable of leading project teams
• Experience with managed services including applications/infrastructure support services
• Work with multiple teams simultaneously and manage distributed/remote team members
• Experience coaching and developing Managed Services team members
• Strong understanding of Netsuite methodologies
• ITIL v3/4 Foundation
• In-depth understanding of digital technologies
• Experience in both Confluence/Jira
• Being proactive and solving problems that could arise with clients through creative thinking
• Excellent communication skills

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Research shows that women and other underrepresented groups apply only if they meet 100% of the criteria of a job posting. If you have passion and intelligence, and possess a technical knack (even if you're missing some of the above), we encourage you to apply.

Bounteous x Accolite is focused on promoting an inclusive environment and is proud to be an equal opportunity employer. We celebrate the different viewpoints and experiences our diverse group of team members bring to Bounteous x Accolite. Bounteous x Accolite does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status, or any other status protected under federal, state, or local law.



In addition, you have the opportunity to participate in several Team Member Networks, sometimes referred to as employee resource groups (ERGs), that host space with individuals with shared identities, interests, and passions. Our Team Member Networks celebrate communities of color, life as a working parent or caregiver, the 2SLGBTQIA+ community, wellbeing, and more. Regardless of your respective identity, there are various avenues we involve team members in the Bounteous x Accolite community.

Bounteous x Accolite is willing to sponsor eligible candidates for employment visas.