Position: NetSuite Support Manager
Job Description
Overview
NewGen 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. You will oversee case assignments, track response times, monitor workloads, and ensure all customer needs are met efficiently. This role requires strong leadership, functional NetSuite expertise, and the ability to balance operational oversight with hands-on support as needed.
Key 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
Additional Responsibilities
• 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
Qualifications
• 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 Qualifications
• 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
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