Senior Support Consultant

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

📋 Description

• Take charge of the strategy, implementation, and ongoing effectiveness of support services for a diverse client portfolio.

• Lead and mentor the Managed Services team, offering guidance, coaching, and support for escalations.

• Develop and manage the support strategy and solution approach for 8–10 client accounts.

• Supervise incident management, enhancement requests, technical assessments, and continuous optimization efforts.

• Act as the primary point of contact for clients regarding strategic support discussions, roadmap planning, and enhancement prioritization.

• Work closely with client stakeholders to comprehend business requirements and suggest platform improvements.

• Monitor and promote adherence to SLAs, CSAT scores, ticket resolution rates, and strategic outcomes.

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

• Collaborate with project delivery teams during post-implementation transitions and knowledge transfers.

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

• Enhance support methodologies, processes, and best practices.

• Address support tickets across key NetSuite modules, such as Finance, CRM, and Projects.

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

⛳️ Requirements

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

• Over 4 years of experience in NetSuite Administration, 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 establish trusted long-term relationships.

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

• Excellent client-facing communication skills with the ability to influence stakeholders and handle escalations effectively.

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

• Familiarity with tools like Zendesk, Jira, or ServiceNow.

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

• NetSuite certifications are highly preferred.

• Valuable experience in support operations strategy, including SLA design, CSAT improvement, or managed services expansion.

• Strong understanding of financial and general business operations.

• Ability to triage complex NetSuite client issues effectively.

• Capability to connect business realities with NetSuite technical and financial aspects.

• Proficiency in Japanese.

🏝️ Benefits

• Unlimited career growth potential.

• Opportunities for personal and professional development alongside the team.

• Learning through teaching, shadowing, lessons learned, observation, and feedback from seasoned leaders.

• Exposure to various industries, business sectors, and sales areas.

• Projects that enhance both business acumen and technical expertise.