Manage NetSuite support and optimization, overseeing ticket resolution and consultant performance while ensuring client satisfaction and continuous improvement.
From the beginning, our goal was to establish an advisory firm that stands apart from the rest – one that is grounded in our Core Values and dedicated to creating a positive experience not just for our clients, but for our people too. We firmly believe in the strength of collaboration, enthusiasm, generosity, and perseverance as the driving forces behind our success. With advisory solutions spanning accounting and risk, technology-enabled transformation, and transactions, we partner with our clients to solve today’s challenges and deliver present and future value.
Our commitment to our people has earned us numerous awards including Inc5000's Fastest Growing Companies and Glassdoor's Best Places to Work. Explore what our employees have to say about our unique culture by clicking here.
What You'll Do
- Manage the full support ticketing lifecycle via FreshDesk, from ticket receipt and assignment, to resolution reported back to customer
- Manage the full optimization lifecycle from initial scope to implementation
- Manage Support & Optimization Consultants, with the responsibility to ensure target utilization and certifications of direct-reports are achieved
- Coordinate consultants, stakeholders, and any other relevant resources to ensure Support & Optimization objectives are met
- Work with customers to understand and rapidly resolve their support issues, or reconfigure NetSuite to meet customer’s expectations with regard to optimization needs
- Identify and manage optimization risks and issues, and implement appropriate mitigation strategies
- Ensure that support tickets are registered and resolved rapidly, or within whatever suitable timeframe is stated to the customer, and that said support meets or exceeds customer expectations
- Conduct post-Support & Optimization service reviews to identify areas for improvement and ensure that lessons learned are documented, grooved in with the consultants and incorporated into future service
- Serve as a NetSuite Support & Optimization subject matter expert and provide guidance to teams and customers as needed
- Contribute to developing and implementing firm-approved, AI-enabled solutions for clients, in accordance with company policies on data protection, intellectual property, and professional standards
- Stay informed about emerging AI tools and techniques and collaborate with firm leadership to identify compliant opportunities to enhance client solutions and internal processes
What You'll Bring
- Bachelor's degree in Business, Information Systems, or related field
- NetSuite Suite Foundation, Administrator or ERP Consultant Certification or equivalent experience preferred
- 5+ years of experience managing NetSuite implementations, support issues, and optimization projects
- Consulting firm experience preferred
- Comfort with AI: Demonstrated ability to responsibly explore and adopt firm-approved AI tools to enhance productivity and innovation
- Continuous Learning Mindset: Openness to learning and applying emerging technologies including AI and automation in alignment with firm policies and client standards
- Strong project management skills, with experience managing multiple projects simultaneously
- Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with clients and consulting teams
- Strong problem-solving and analytical skills, with the ability to identify and resolve complex issues
- Demonstrated ability to manage budgets, resource allocation, and project timelines
#LI-KM2
#LI-Hybrid
Benefits Summary
The CrossCountry total rewards package includes comprehensive healthcare options, including medical, dental, and vision coverage; flexible spending accounts; and a 401(k) with company matching. Additionally, employees can take advantage of generous parental and maternity leave policies, technology stipends, and wellness reimbursement programs, all designed to support both professional growth and personal well-being. For detailed information about benefits at CrossCountry, please visit our dedicated benefits site: https://www.crosscountry-consulting.com/careers/benefits/.
Equal Employment Opportunity (EEO)
CrossCountry provides equal employment opportunities (EEO) to all employees and applicants for employment and believes that respect and fair treatment are critical to creating a productive and inclusive workplace.
As an equal opportunity employer, CrossCountry is fully committed to comply with all federal, state, and local laws and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability, pregnancy, genetics, sexual orientation, veteran status, gender identity or expression or any other protected characteristic. The company also complies with pay transparency and labor laws applicable to all terms and conditions of employment.
Top Skills
Freshdesk
NetSuite
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