Senior Support Consutlant

The Grind

We have been recognized for being the best at what we do, but we are working smart to do even better and that all starts with you. We are a rapidly growing company at the intersection of business and technology which requires entrepreneurial tenacity, motivation to learn, and enterprise building initiative. No matter your role, you will be an integral member of the team, focusing on engagements of varying sizes and across diverse industries. In our progressive environment, the projects you work on will drive your learning and accelerate your business acumen and technical expertise.

The Talent

• Own the strategy, delivery, and ongoing success of our support services across a portfolio of clients.
• Accountable for ensuring high-quality service delivery, building trusted client relationships, and driving continuous platform optimization.
• 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 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.