Job Description

The Education Practice Manager plays a critical role in achieving this objective. They work collaboratively with their consulting team to oversee the programs that help our customers to build product knowledge, increase user adoption and achieve ROI.

This position is part of a collaborative Education management team within Education Services Delivery, North America. The Education Practice Manager will oversee a team of Education Consultants based in Brazil and remotely in Guadalajara, Mexico. They are responsible for the successful delivery of all NetSuite Education Services across LATAM markets—primarily Mexico, Colombia, Chile, and Brazil—with an emphasis on supporting new customers during NetSuite implementations, including those led by Partners. This role oversees the project portfolio and ensures delivery consistently exceeds quality standards, working closely with their peers across the LATAM market.

This role will also manage their business directly. They will work across teams to ensure the education solution offerings are meeting the needs of the customers over time particularly in relation to localizations for each market. The Education Practice Manager will work with their peer management team as well as across internal teams to drive the business to ensure our offerings are evolving to meet the needs of the customer and market.

We are seeking a services management professional, passionate about leading a team to high levels of performance while delivering solutions that drive the effective use of NetSuite by our customers. This role requires prior management experience with the ability to coach employees on performance and career growth while retaining talent.

Responsibilities:

Ensure High Customer Satisfaction and Referencability

• Manage project portfolio to ensure quality, on-time and on-budget implementations using a mix of own team and global resources.
• Develop a team of trusted Advisors to bring the customers through their implementation and beyond.
• Collaborate with NetSuite consulting and partners during services engagements.
• Quickly achieve high level knowledge of NetSuite and education and change solutions
• Maintain high levels of customer satisfaction and relentlessly pursue new ways of bringing value to our customers.
• Attract, hire, lead and retain talent.
• Mentor new education consultants and support ongoing development
• Develop or identify expertise building activities for team members.
• Ensure timely team readiness to support new product features and releases.
• Oversee daily activities of the training delivery team, handle administrative tasks and provide direction, motivation and guidance.
• Collaborate with other Education Practice Managers in designing and improving onboarding, growth and professional development programs for our practice.
• Partner with and support sales and consulting teams in developing proposals for our services
• Represent our value proposition internally and to potential and current clients.
• Drive creative solutions for ensuring renewals for education.
• Ensure team billable utilization targets and practice revenue targets are met via effective resource allocation and collaboration with other Education Practice Managers.
• Provide accurate forecasting for revenue and resource capacity planning.
• Collaborate with Director and peers to create new services to advance practice and customer success.
• Collaborate with Curriculum Development and SuiteSuccess teams to design and develop appropriate and affordable education solutions for the LATAM market.
• Provide feedback to education program management to ensure program, curriculum and asset quality.
• Champion special projects to support business process, team and tool improvements.
• Support global regions to align delivery models and to manage multi-national clients.
• Excellent people management skills, including successful experience managing a training delivery/ user adoption consulting team for a software company or demonstrated success mentoring, coaching and developing others.
• Strong history demonstrating leadership behaviors regardless of title; including inspiring others, leading by example, strong decision-making capabilities, flexibility, empathy and accountability.
• Outstanding communication skills; presentation, written, verbal, listening, and influencing.
• Ability to work effectively and cross functionally with all parts of global education services, professional services, sales, and partners, earning trust and building relationships throughout chain.
• Strong team player with focus on and track record of collaboration and consensus
• Ability to organize, prioritize, and manage multiple responsibilities simultaneously, while adhering to and improving processes and procedures
• A dedication to client service, with strong customer relationship acumen and client management skills and ability to drive client satisfaction in changing environments, comfortable interacting with all levels.
• Success working with customers (and alongside implementers) to develop and manage training and/or end user adoption solutions.
• Successful resource allocation, timeline, administrative and project management experience
• Skilled in designing and presenting solutions, articulating value propositions, negotiating project specifics, and managing delivery to maximize both revenue potential and customer success in a consulting/training practice.
• Proven ability to translate requirements into workable project solutions, scope work effort and deliver to resultant contract.
• Aptitude for thinking clearly and acting calmly in complex and fast-paced situations.
• Experience with ERP/CRM software. Consulting and management experience in a SaaS environment is a plus.
• Bachelor’s degree or recognized equivalency or achievement of recognized professional level.
• Full Professional Proficiency in English, Portuguese and Spanish.

Lead and Continuously Develop a High Performing Team

Achieve or Exceed ES Revenue and Profitability Objectives

Maintain and Enhance Our Best Practices Infrastructure

Travel: up to 30%

Qualifications/Skills:

Career Level - M2

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