Support Consultant – Post‑sales (NetSuite)

About the role

The Senior Support Consultant will own the strategy, delivery and ongoing success of post‑sales support services for a portfolio of NetSuite clients. You will act as the primary client contact, ensure high‑quality service delivery and drive continuous platform optimisation.

Key responsibilities

• Lead and mentor the Managed Services team, providing guidance, coaching and escalation support.
• Own support strategy and solutioning for 8‑10 client accounts, aligning with client goals and best practices.
• Oversee end‑to‑end service delivery, including incident management, enhancement requests and technical assessments.
• Collaborate with client stakeholders to understand business needs, provide thought leadership and recommend platform improvements.
• Monitor performance against SLA, CSAT, ticket resolution rates and strategic outcomes.

Required profile

• Bachelor’s degree in Business, Information Systems or related field, or equivalent experience.
• 4+ years NetSuite admin experience or 5‑6 years consulting experience covering implementations and services.
• Prior experience leading Managed Services, Application Support or Support Operations teams.
• Strong client‑facing communication skills and ability to manage escalations.
• Fluent Japanese language proficiency.

Required skills

• NetSuite (Finance, CRM, Projects) – administration, SuiteFoundation or Consultant certifications preferred.
• Support management tools such as Zendesk, Jira or ServiceNow.
• Integration platforms – Celigo, Dell Boomi, Mulesoft.
• Experience designing SLA frameworks and improving CSAT scores.