Support Consultant (Post-sales)

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.