About the Company
We are working with an IT Services and Consulting company, a Premier Oracle NetSuite Alliance Partner, which operates across the full enterprise technology ecosystem, helping enterprises solve the most complex business technology challenges through strategic tech stack engineering and AI-led transformation.
With a global presence, including Canada, the US, Australia, the UK, the UAE, Egypt, the Philippines, India, Japan, and more, they support complex organizations wherever they grow.
About the Role
As the Senior Support Consultant, you will own the strategy, delivery, and ongoing success of our support services across a portfolio of clients. You’ll be accountable for ensuring high-quality service delivery, building trusted client relationships, and driving continuous platform optimization. This role blends leadership, solutioning, and operational management, requiring you to guide a team of consultants, oversee multiple client accounts, and shape the future of our Managed Services offering.
Responsibilities:
Lead and mentor the Managed Services team, providing guidance, coaching, and escalation support to consultants.
Own the support strategy and solutioning approach for 8–10 client accounts, ensuring alignment with client goals and industry best practices.
Oversee end-to-end service delivery, including incident management, enhancement requests, technical assessments, and ongoing optimization.
Serve as the primary client contact for strategic support conversations, roadmap planning, and prioritization of enhancements.
Collaborate with client stakeholders to understand business needs, provide thought leadership, and recommend platform improvements.
Monitor and drive performance against key service metrics (SLA adherence, CSAT scores, ticket resolution rates, and strategic outcomes).
Lead solution design and support strategy discussions, ensuring scalable and sustainable client environments.
Partner with project delivery teams to ensure smooth post-implementation transitions and effective knowledge handoffs into Managed Services.
Identify opportunities for expanded client engagement, including upsell potential, platform enhancements, or advisory initiatives.
Contribute to the refinement of support methodologies, processes, and best practices, driving operational excellence across the team.
Resolve support tickets across core NetSuite modules (Finance, CRM, Projects, etc.) with accuracy and timeliness.
Proactively monitor and prioritize tickets, balancing urgency, impact, and client expectations.
Requirements
Bachelor’s degree in Business, Information Systems, or a related field (or equivalent experience).
4+ years of NetSuite Admin experience OR 5-6 years Consulting doing both implementations and services work – follow on enhancements.
Prior experience in Managed Services, Application Support, or Support Operations leadership.
Demonstrated ability to lead teams, manage multiple client accounts, and build trusted long-term relationships.
Strong solutioning and problem-solving expertise across multiple NetSuite modules (Finance, CRM, Projects, etc.).
Exceptional client-facing communication skills, with the ability to influence stakeholders and manage escalations effectively.
Knowledge of NetSuite best practices, platform capabilities, and integration patterns.
Familiarity with support management tools (Zendesk, Jira, ServiceNow) and ability to leverage them for efficiency and visibility.
Exposure to integration platforms (e.g., Celigo, Dell Boomi, Mulesoft) is an asset.
NetSuite certifications (Administrator, SuiteFoundation, or Consultant tracks) strongly preferred.
Experience in support operations strategy, including SLA design, CSAT improvement, or managed services growth, is highly valued.
Good Financial and General Business Operational Understanding.
Ability to Triage a variety of Complex Client Issues related to NetSuite - Experience beyond NetSuite is a plus as in Someone who bridges the gap between business reality and NetSuite both Technically and financially.
Can communicate fluently in Japanese.