Senior Support Consultant

This is a fully remote position, open to applicants in Japan.

📋 Description

• Lead and mentor the Managed Services team by providing guidance, coaching, and escalation support.

• Take ownership of the support strategy and solutioning approach for 8–10 client accounts.

• Manage end-to-end service delivery, which includes incident management, enhancement requests, technical assessments, and ongoing optimization.

• Act as the primary client contact for strategic support discussions, roadmap planning, and prioritizing enhancements.

• Collaborate with client stakeholders to understand business requirements, offer thought leadership, and suggest platform improvements.

• Monitor and drive performance related to SLA adherence, CSAT scores, ticket resolution rates, and strategic outcomes.

• Lead discussions on solution design and support strategies for scalable and sustainable client environments.

• Work with project delivery teams on post-implementation transitions and knowledge transfers into Managed Services.

• Identify opportunities for expanded client engagement, including upselling, platform enhancements, and advisory initiatives.

• Refine support methodologies, processes, and best practices to promote operational excellence.

• Resolve support tickets across core NetSuite modules, including Finance, CRM, and Projects.

• Proactively monitor and prioritize tickets based on urgency, impact, and client expectations.

⛳️ Requirements

• Bachelor’s degree in Business, Information Systems, or a related field, or equivalent experience.

• 4+ years of experience as a NetSuite Admin, or 5–6 years of consulting experience encompassing implementations and follow-on enhancements.

• Previous experience in Managed Services, Application Support, or leadership in Support Operations.

• Proven ability to lead teams, manage multiple client accounts, and cultivate trusted, long-term relationships.

• Strong expertise in solutioning and problem-solving across various NetSuite modules, including Finance, CRM, and Projects.

• Exceptional client-facing communication skills, with the ability to influence stakeholders and manage escalations effectively.

• In-depth knowledge of NetSuite best practices, platform capabilities, and integration patterns.

• Familiarity with tools such as Zendesk, Jira, or ServiceNow.

• Experience with integration platforms like Celigo, Dell Boomi, or Mulesoft is a plus.

• NetSuite certifications are highly preferred.

• Experience in support operations strategy, including SLA design, CSAT improvement, or growth in managed services, is greatly valued.

• Strong financial and general business operational understanding.

• Proficient in triaging complex NetSuite client issues.

• Experience beyond NetSuite is advantageous, particularly in bridging business realities with NetSuite from both technical and financial perspectives.

• Fluent in Japanese.

🏝️ Benefits

• Career paths with unlimited potential.

• Opportunities for personal growth and development alongside the team.

• Exposure to a variety of industries, business sectors, and sales areas.

• Mentorship through teaching, shadowing, lessons learned, observation, and feedback from experienced leaders.

• Chance to work on projects that enhance both business acumen and technical expertise.