Manage NetSuite support and optimization, overseeing ticket resolution and consultant performance while ensuring client satisfaction and continuous improvement.
From the beginning, our goal was to establish an advisory firm that stands apart from the rest – one that is grounded in our Core Values and dedicated to creating a positive experience not just for our clients, but for our people too. We firmly believe in the strength of collaboration, enthusiasm, generosity, and perseverance as the driving forces behind our success. With advisory solutions spanning accounting and risk, technology-enabled transformation, and transactions, we partner with our clients to solve today’s challenges and deliver present and future value.
Our commitment to our people has earned us numerous awards including Inc5000's Fastest Growing Companies and Glassdoor's Best Places to Work. Explore what our employees have to say about our unique culture by clicking here.
What You'll Do
- Manage the full support ticketing lifecycle via FreshDesk, from ticket receipt and assignment, to resolution reported back to customer
- Manage the full optimization lifecycle from initial scope to implementation
- Manage Support & Optimization Consultants, with the responsibility to ensure target utilization and certifications of direct-reports are achieved
- Coordinate consultants, stakeholders, and any other relevant resources to ensure Support & Optimization objectives are met
- Work with customers to understand and rapidly resolve their support issues, or reconfigure NetSuite to meet customer’s expectations with regard to optimization needs
- Identify and manage optimization risks and issues, and implement appropriate mitigation strategies
- Ensure that support tickets are registered and resolved rapidly, or within whatever suitable timeframe is stated to the customer, and that said support meets or exceeds customer expectations
- Conduct post-Support & Optimization service reviews to identify areas for improvement and ensure that lessons learned are documented, grooved in with the consultants and incorporated into future service
- Serve as a NetSuite Support & Optimization subject matter expert and provide guidance to teams and customers as needed
What You'll Bring
- Bachelor's degree in Business, Information Systems, or related field
- NetSuite Suite Foundation, Administrator or ERP Consultant Certification or equivalent experience preferred
- 5+ years of experience managing NetSuite implementations, support issues, and optimization projects
- Consulting firm experience preferred
- Strong project management skills, with experience managing multiple projects simultaneously
- Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with clients and consulting teams
- Strong problem-solving and analytical skills, with the ability to identify and resolve complex issues
- Demonstrated ability to manage budgets, resource allocation, and project timelines
#LI-KM2
#LI-Hybrid
Benefits Summary
The CrossCountry total rewards package includes comprehensive healthcare options, including medical, dental, and vision coverage; flexible spending accounts; and a 401(k) with company matching. Additionally, employees can take advantage of generous parental and maternity leave policies, technology stipends, and wellness reimbursement programs, all designed to support both professional growth and personal well-being. For detailed information about benefits at CrossCountry, please visit our dedicated benefits site: https://www.crosscountry-consulting.com/careers/benefits/.
Equal Employment Opportunity (EEO)
CrossCountry provides equal employment opportunities (EEO) to all employees and applicants for employment and believes that respect and fair treatment are critical to creating a productive and inclusive workplace.
As an equal opportunity employer, CrossCountry is fully committed to comply with all federal, state, and local laws and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability, pregnancy, genetics, sexual orientation, veteran status, gender identity or expression or any other protected characteristic. The company also complies with pay transparency and labor laws applicable to all terms and conditions of employment.
Top Skills
Freshdesk
NetSuite
Similar Jobs
Automotive • Big Data • Insurance • Software • Transportation
The Client Success Associate builds client relationships, ensures satisfaction, addresses issues, and drives retention and revenue growth through proactive support and strategic collaboration.
Consumer Web • Healthtech • Professional Services • Social Impact • Software
The Content Marketing Manager will develop and execute content strategies, collaborate with teams, create engaging content, and analyze performance to meet marketing goals.
Top Skills:
AnalyticsContent MarketingStorytelling
Fintech • HR Tech
Lead the design of onboarding experiences for Gusto's platform, collaborating with cross-functional teams to optimize user journeys and ensure customer satisfaction.
Top Skills:
Design SystemsResponsive DesignService DesignUx
What you need to know about the Colorado Tech Scene
With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.
Key Facts About Colorado Tech
- Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
- Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
- Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
- Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute
