NetSuite Support Manager

NetSuite Support Manager

Notice Period: Immediate joiner / Up to 30 days

Shift Timing: 6:00 PM – 2:00 AM (IST)

Work Location: Bangalore – Work From Home

Mode of Work: Remote

Office Visit: Quarterly office visit required (travel expenses to be borne by the employee)

Key Responsibilitie

s
Client Management & Communicati

on• Serve as primary point of contact and trusted advisor for the assigned client accou

nt• Conduct regular client meetings, business reviews, and strategic planning sessio

ns• Build and maintain strong relationships with client stakeholders at all leve

ls• Proactively identify client needs and recommend NetSuite enhancements and optimizati

on• Manage client expectations and ensure high satisfaction scor

es
Team Leaders

hip• Lead and mentor a team of NetSuite administrators providing day-to-day supp

ort• Assign, prioritize, and oversee support tickets and project ta

sks• Conduct performance reviews and provide coaching for team developm

ent• Foster a collaborative team culture focused on quality and continuous improvem

ent
Managed Services Deli

very• Oversee delivery of monthly managed services hours and ensure SLA compli

ance• Monitor support ticket queues, response times, and resolution met

rics• Coordinate system maintenance, upgrades, and release management activi

ties• Develop and maintain support processes, documentation, and knowledge base arti

cles• Escalate critical issues and coordinate resolution across technical t

eams• Track and report on service delivery metrics, utilization, and client he

alth
Strategic & Operat

ional• Identify opportunities for service expansion and additional client

value• Contribute to managed services methodology and best practice develo

pment• Stay current on NetSuite product updates and industry t

rends
Required Qualific

ations• 6-8 years of NetSuite experience with at least 2-3 years in a client-facing leadershi

p role• Proven managed services experience delivering ongoing support and administ

ration• Exceptional verbal and written communication

skills• Strong client management and relationship-building

skills• Demonstrated leadership experience managing technical

teams• Deep knowledge of NetSuite core modules: GL, AP, AR, Fixed Assets, Inv

entory• Experience with multi-subsidiary, multi-currency NetSuite enviro

nments• Strong understanding of support ticketing systems and service delivery m

etrics• Ability to work US business hours with significant overlap for client me

etings• Excellent problem-solving, organizational, and time management

skills• Self-starter who thrives in a remote work envir

onment
Preferred Qualifi

cations• NetSuite Administrator, ERP Consultant, or SuiteFoundation certif

ication• Experience working with clients in healthcare i

ndustry• Background in NetSuite implementations and post-go-live support tran

sitions• Technical knowledge of SuiteScript, SuiteFlow, and system integ

rations• Experience with financial consolidation, reporting, and business an

alytics• Familiarity with ITIL or similar service management fra

meworks• Track record of improving client retention and satisfaction

scores• Previous experience working with US-based clients from offshore lo

cations

Benefits• Remote work fle

xibility• Direct client interaction with diverse US-based organ

izations• Exposure to complex, multi-entity NetSuite impleme

ntations• Professional development and NetSuite certification

support• Collaborative environment with experienced NetSuite con