Consulting Solution Lead

Job Description

The Client Manager for our Customer Health team ensures that AI-generated customer metrics for all customers meet the same high standard as those crafted by a seasoned client manager-delivering decision-grade quality, not generic output.

Your domain expertise must come from firsthand experience owning interventions with complex customers: identifying risks, managing escalations, developing recovery plans, and writing executive-ready summaries that drive internal alignment and action. If you've advised Customer executives on mitigating organizational risk, or walked a customer back from the brink, or single handedly rallied an internal VP to take action for a Customer, this role is for you.

You will validate that AI-generated insights meet the rigor required by senior decision-makers through a combination of real-world customer engagement and structured QA reviews.

By staying close to actual customers, through targeted account involvement, sampling AI outputs, and overseeing calibration cycles with AI/ML teams; you'll ensure that AI-driven health insights are grounded in real customer behavior and deliver truly actionable recommendations, not just pattern recognition.

Responsibilities

Customer Engagement (40%)

• Engage with Customers to stay sharp and translate real-world lessons into improvements and test the robustness of AI-generated insights against real-world complexity.

• Partner with internal teams (CSMs, ACS, PS, AMO) in Customer engagement to surface patterns and evaluate remediation and outcomes from the customer's perspective.

• To improve quality and reliability of statuses, summaries and tagging assess Customer interactions, risks, remediation plans, and executive narratives in live settings.

QA and Calibration (60%)

• According to sample plan, investigate raw data and review AI-generated health statuses, executive summaries, and problem tags for accuracy, tone, and decision-readiness.

• Investigate outputs and corresponding raw data flagged by frontline teams as incorrect, unclear, or low value.

• Own reviews of QA sampling plans and scorecard; document errors, logic breakdowns and root causes over time in trackers to guide model corrections and track improvement progress.

• Collect observations in monthly report to inform cross-functional partners and leaders.

• Collaborate with raw data process owners and AI/ML teams on monitoring model drift, tag misuse, or shifts in customer behavior patterns to drive model corrections and retraining.

• Refine health tagging guidance to accurately capture evolving customer use case signals.

• Drive internal alignment on what "good" looks like for AI model outputs, ensuring consistent standards that improve decision-making quality and time to value.

Preferred Qualifications include:

• 10+ years in customer-facing roles managing strategic accounts, escalations, or risk remediation at NetSuite.

• Deep experience identifying account risk, crafting remediation plans, leveraging direct and indirect influencing strategies to coordinate mitigation and communicating to execs.

• Strong judgment in distinguishing meaningful risk from noise-especially in ambiguous or politically sensitive situations.

• Strong concise and decision-oriented documentation skills. Able to rapidly write, revise and structure QA findings, Customer trends, and calibration guidance for cross functional leadership consumption.

• Significant experience with navigating CS, AMO, Support, Product, and Ops processes in order to differentiate critical nuance that can shift outputs from generic to decision-grade.

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

CA: Hiring Range in CAD from: $76,700 to $167,600 per annum.

US: Hiring Range in USD from: $79,100 to $158,200 per annum. May be eligible for bonus and equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

Medical, dental, and vision insurance, including expert medical opinion

Short term disability and long term disability

Life insurance and AD&D

Supplemental life insurance (Employee/Spouse/Child)

Health care and dependent care Flexible Spending Accounts

Pre-tax commuter and parking benefits

401(k) Savings and Investment Plan with company match

Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

11 paid holidays

Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

Paid parental leave

Adoption assistance

Employee Stock Purchase Plan

Financial planning and group legal

Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - IC3

About Us

As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

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Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.