Senior Support Consutlant

Intro

Solving the most complex technology and business challenges is what Appficiency is about.  As the top partner for creating the new industry benchmarks in the ERP Services,  Appficiency is an Oracle NetSuite Alliance Partner with over 7 different industry and partner awards.  We are a leader in both construction and manufacturing and as a top 5 Alliance Partner, we go to work each day solving the hardest industry problems and sharing these news-worthy achievements to set a higher bar for the professional services and software industry.

The Value

At Appficiency, we believe in career paths with no ceiling. As a part of our new and quickly evolving sales team, you will have the opportunity to grow and develop the team alongside your own career. If you have an entrepreneurial spirit and excel when carving out your own path, this is the role for you! The opportunity to grow your career with Appficiency is endless. While being a part of the team, you will be surrounded by experienced leaders who believe in teaching rather than telling, developing you through shadowing, lessons learned, observation, and feedback. With a new team you will have the opportunity to get exposure to multiple industries, aspects of the business, and areas of sales that are hard to come by in structured, well-developed sales teams. Our goal is to create a career path that matters to you.

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 interchange 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.

Our delivery team is a key part of our business engaging with clients with a focus on key stakeholders at the C-Suite level. Working hand in hand with the internal project management and oversight teams to ensure projects are on time, on budget, and in scope.

The Talent

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.

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.

The Talent

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

5+ years of NetSuite consulting or support delivery experience, with strong exposure to post-go-live environments.

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.