The Talent
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.
The Commitment
- 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.
The Talent
- Bachelor's degree in Business, Information Systems, or a related field (or equivalent experience).
- 5+ years of NetSuite consulting or support delivery experience, with strong exposure to post-go-live environments.
- 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.
