Senior Support Consultant (NetSuite)

About the role

Cygnify is recruiting a Senior Support Consultant in Tokyo for an IT services and consulting firm, a Premier Oracle NetSuite Alliance Partner, that works across the full enterprise technology ecosystem. The consultant owns the strategy, delivery and ongoing success of support services for a portfolio of clients, guiding a team of consultants, overseeing several client accounts and shaping the Managed Services offering.

Key responsibilities

• Lead and mentor the Managed Services team, giving guidance, coaching and escalation support to consultants.
• Own the support strategy and solutioning approach for 8-10 client accounts, aligned with client goals and industry best practice.
• Oversee end-to-end service delivery, including incident management, enhancement requests, technical assessments and ongoing optimization.
• Serve as primary client contact for strategic support conversations, roadmap planning and prioritization of enhancements.
• Collaborate with client stakeholders to understand business needs, give thought leadership and recommend platform improvements.
• Monitor performance against key metrics such as SLA adherence, CSAT scores, ticket resolution rates and strategic outcomes.
• Partner with project delivery teams on post-implementation transitions and knowledge handoffs into Managed Services.
• Identify upsell and advisory opportunities, refine support methodologies and resolve NetSuite support tickets accurately and on time.

Required profile

• Bachelor's degree in Business, Information Systems or a related field (or equivalent experience).
• 4+ years of NetSuite Admin experience, or 5-6 years of consulting covering implementations and follow-on enhancements.
• Prior experience in Managed Services, Application Support or Support Operations leadership.
• Ability to lead teams, manage multiple client accounts and build long-term client relationships.
• Fluent Japanese; strong client-facing communication and stakeholder influence.

Required skills

• Strong solutioning across NetSuite modules (Finance, CRM, Projects, etc.) and knowledge of NetSuite best practices and integrations.
• Familiarity with support tools such as Zendesk, Jira and ServiceNow.
• Exposure to integration platforms (Celigo, Dell Boomi, Mulesoft) is an asset.
• NetSuite certifications (Administrator, SuiteFoundation, Consultant) strongly preferred.