NewGen Business Solutions | ConventionSuite: NetSuite ERP Consultants | Event Technology Specialists ยท 9 hours ago
NetSuite support manager
United States
Full-time
Remote
Senior Level
$120K/yr - $160K/yr
5+ years expNewGen Business Solutions is seeking an experienced NetSuite Support Manager for a US based remote position. In this role, you will lead and manage a team of NetSuite consultants, ensuring timely resolution of support cases and the delivery of exceptional customer experiences.
Information Technology & Services
Hiring Manager
Richard "Rick" Kostopoulos
Responsibilities
Manage a team of three to five NetSuite consultants, assigning work and balancing workloads across the support team
Oversee the handling of support cases, ensuring timely responses and effective resolution
Track case load, response times, and service metrics to maintain high customer satisfaction
Provide guidance and mentoring to consultants, helping them develop skills and deliver consistent results
Collaborate with clients to understand their challenges and ensure their issues are addressed promptly
Act as the escalation point for complex or high priority support cases
Implement, set up, and troubleshoot NetSuite modules or SuiteApps based on case requirements
Draft support scope and quote documents for larger or more complex cases
Produce clear documentation including Statements of Work, support reports, and client updates
Partner with internal teams to implement process improvements, optimize workflows, and ensure support operations align with business objectives
Deliver hands-on support and training to customers as needed
Ensure all clients are delighted with service delivery and maintain high satisfaction levels
Monitor team performance and provide regular feedback and coaching
Participate in client meetings to review support progress, gather feedback, and identify opportunities for improvement
Maintain comprehensive records of support cases, workflows, and resolution steps
Develop and implement support best practices, workflows, and training materials
Foster a collaborative, high-performance culture within the support team
Qualification
Required
Must be based in the United States and willing to work a Central Time schedule or as needed based on customer assignment
Minimum of five years of hands-on experience delivering NetSuite projects with a proven track record
At least one to two years experience as a Lead NetSuite Consultant or equivalent NetSuite Support Manager
Experience managing and mentoring a small team of consultants, ideally three to five people
Functional expertise in NetSuite financial modules including accounts payable, accounts receivable, general ledger, financial reporting, and budgeting
Strong understanding of NetSuite support operations, including case management, SLA tracking, and issue resolution
Solid accounting and finance knowledge with the ability to apply requirements to system configuration
Excellent communication skills and ability to produce professional documentation and client updates
Ability to work independently in a remote environment while effectively managing a team
Demonstrated commitment to customer satisfaction and continuous improvement
Preferred
Experience in the Events Services, Conventions, Venue Management, or related industries
MBA, CPA, or similar advanced business or finance credentials
Experience with system integrations including third party SuiteApps and data flows
Experience with NetSuite Work flows, Advanced PDF creation, SuiteScript or related automation tools
Prior experience scoping, estimating, or supporting NetSuite implementations or enhancements
Company
NewGen Business Solutions | ConventionSuite: NetSuite ERP Consultants | Event Technology Specialists
Oracle NetSuite Partner #1 Cloud ERP | ConventionSuite - Event & Trade Show Management Software: Exhibit House Software | Exhibition Management Software | Experiential Marketing Software | Venue Software PayGen AR Automation | Credit Card Processing | PortalGen- Create Client Portals NewGen Business Solutions is a leader in the innovation, implementation and support of quality intuitive business management software.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Richard "Rick" Kostopoulos
President, CEO
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