NetSuite Sr Support Manager


Basic Qualifications:
Undergraduate degree or equivalent combination of education and work experience
Minimum 8+ years of experience implementing NetSuite
Minimum 2+ years of experience providing support services in a complex deployment of NetSuite
Certification or expertise in the following NetSuite functions: global business management, financial, and supply chain, including inventory, order management, and warehouse & fulfillment

Deep expertise of NetSuite platform and ability to provide solutions that will deliver high quality results, meet client needs and utilize system features and functions correctly and effectively
In-depth expertise to configure, test, train, and deploy NetSuite solutions using best practices
Ability to identify and recommend enhancements to meet client requirements as appropriate
Develop functional specifications for NetSuite enhancements and integrations to other business applications
Collaborate, manage, and lead meetings with functional/technical consultants and client/end-users as needed
Handle diverse issues and lead timely resolution
Excellent customer service skills, including written and oral communications whether remote or in-person


Day to Day Job Duties:
Provide in-depth knowledge of the NetSuite application and evaluate the customer’s business processes against the standard NetSuite functionality
Respond to NetSuite support tickets and provide troubleshooting, issue resolution, and ticket closure
Responsible for supporting the NetSuite application in accordance with defined Service Level Agreements (SLAs)
Manage minor enhancements (< 40 hrs) from concept through deployment
Collaborate with client users, business owners, and stakeholders as appropriate
Conducting acceptance testing and train customer resources to successfully use and maintain the NetSuite application
Serve as the lead NetSuite resource with respect to interactions with the client and oversight of other support team resources