Support Consultant (Post-sales)

Job description

**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.