The Account Management Officer (AMO) is responsible for managing and growing relationships with existing Oracle NetSuite customers. This role focuses on customer retention, expansion, and value realization by ensuring customers successfully adopt and optimize their NetSuite solutions. The AMO acts as a trusted advisor, working closely with customers, sales, and delivery teams to identify upsell/cross-sell opportunities, renew contracts, and drive long-term customer satisfaction and revenue growth.
Job Descriptions:
1. Account Management & Customer Success
- Own and manage a portfolio of NetSuite customer accounts.
- Build strong, long-term relationships with key stakeholders and decision-makers.
- Conduct regular business reviews to align NetSuite solutions with customer goals.
- Monitor customer health, usage, and satisfaction.
2. Revenue Growth & Retention
- Identify upsell, cross-sell, and expansion opportunities (not limited to NetSuite only but also on other products or services).
- Drive renewal conversations and ensure high retention rates.
- Collaborate with cross-functional teams for expansion deals.
- Maintain accurate forecasts and account plans.
3. Customer Advocacy & Value Realization
- Help customers maximize value from NetSuite modules and features.
- Share best practices and relevant product updates.
- Act as the voice of the customer internally.
4. Coordination & Issue Resolution
- Coordinate with consulting, support, and product teams to resolve issues.
- Ensure timely follow-up on service requests or project concerns.
- Escalate risks proactively to protect customer relationships.
5. Reporting & Administration
- Maintain CRM records, account notes, and pipeline updates.
- Track KPIs such as renewals, expansion pipeline, and customer health.
Requirements:
- 2–5+ years in Account Management, Customer Success, or B2B Sales.
- Experience in ERP, SaaS, or enterprise software preferred.
- Oracle NetSuite knowledge is a strong advantage.
- Strong relationship-building and communication skills.
- Independent and strong ownership.
- Commercial mindset with ability to spot growth opportunities.
- Good business acumen and problem-solving ability.
- Organized, proactive, and detail-oriented.
- Comfortable working with cross-functional teams.
