CrossCountry Consulting · 5 months ago
NetSuite - Support & Optimization Manager
United States
Full-time
Remote
Senior Level
5+ years expCrossCountry Consulting is an advisory firm dedicated to creating a positive experience for clients and employees alike. They are seeking a Support & Optimization Manager to manage the support ticketing lifecycle, oversee support and optimization consultants, and ensure customer satisfaction through effective resolution of support issues and optimization of NetSuite.
AccountingConsultingFinanceRisk Management
Responsibilities
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
Qualification
Required
Bachelor's degree in Business, Information Systems, or related field
5+ years of experience managing NetSuite implementations, support issues, and optimization projects
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
Preferred
NetSuite Suite Foundation, Administrator or ERP Consultant Certification or equivalent experience
Consulting firm experience
Benefits
Comprehensive healthcare options, including medical, dental, and vision coverage
Flexible spending accounts
401(k) with company matching
Generous parental and maternity leave policies
Technology stipends
Wellness reimbursement programs
Company
CrossCountry Consulting
CrossCountry Consulting is a provider of customized finance, accounting, human capital, operations and technology consulting services.
501-1000 employees
H1B Sponsorship
CrossCountry Consulting has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
2024 (7)
2023 (4)
2022 (7)
2021 (15)
2020 (10)
Funding
Current Stage
Late StageTotal Funding
$1.5M2022-12-06Acquired
2021-02-11Series Unknown· $1.5M
Leadership Team
Erik Linn
Co-Founder and Managing Partner
Amy M. Seibel
Chief Financial Officer
Recent News
2025-12-09
Company data provided by crunchbase