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Support Consultant (Post-sales)
ICT
Company shared salary
NA
Market rate
S$450,000–S$700,000/mo (S$5,400,000–S$8,400,000/yr)
Based on similar roles (title + domain + location).
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).
- ● + 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.
- ● 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.
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