Senior Support Consultant

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Appficiency Inc.

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Appficiency Inc. is an enterprise technology consulting firm that specializes in implementing, customizing, and integrating Oracle NetSuite, Salesforce, and other enterprise platforms to modernize finance, operations, and project-based business processes. They provide services including NetSuite implementations, project rescue, custom development, integrations, strategic consulting, AI enablement, and ongoing support, with deep industry expertise across construction, manufacturing, distribution, professional services, and other project-driven sectors. Appficiency positions itself as a trusted B2B partner for enterprise transformation, emphasizing measurable outcomes, industry-specific solutions, and AI-enabled strategies.

📋 Description

• Own the strategy, delivery, and ongoing success of support services across a portfolio of clients • Lead and mentor the Managed Services team, providing guidance, coaching, and escalation support • Own the support strategy and solutioning approach for 8–10 client accounts • Oversee incident management, enhancement requests, technical assessments, and ongoing optimization • Serve as the primary client contact for strategic support conversations, roadmap planning, and enhancement prioritization • Collaborate with client stakeholders to understand business needs and recommend platform improvements • Monitor and drive SLA adherence, CSAT scores, ticket resolution rates, and strategic outcomes • Lead scalable and sustainable solution design and support strategy discussions • Partner with project delivery teams on post-implementation transitions and knowledge handoffs • Identify expanded client engagement opportunities, including upsells, platform enhancements, and advisory initiatives • Refine support methodologies, processes, and best practices • Resolve support tickets across core NetSuite modules, including Finance, CRM, and Projects • Proactively monitor and prioritize tickets based on urgency, impact, and client expectations

🎯 Requirements

• Bachelor’s degree in Business, Information Systems, or a related field, or equivalent experience • 4+ years of NetSuite Administration experience, or 5–6 years of consulting experience 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 trusted long-term relationships • Strong solutioning and problem-solving expertise across multiple NetSuite modules, including Finance, CRM, and Projects • Exceptional client-facing communication skills and ability to influence stakeholders and manage escalations • Knowledge of NetSuite best practices, platform capabilities, and integration patterns • Familiarity with Zendesk, Jira, or ServiceNow • Exposure to integration platforms such as Celigo, Dell Boomi, or Mulesoft is an asset • NetSuite certifications are strongly preferred • Experience in support operations strategy, including SLA design, CSAT improvement, or managed services growth, is highly valued • Good financial and general business operational understanding • Ability to triage complex NetSuite client issues • Ability to bridge business realities and NetSuite technically and financially • Fluency in Japanese

🏖️ Benefits

• Career growth with no ceiling • Opportunity to grow and develop alongside the team • Teaching, shadowing, lessons learned, observation, and feedback from experienced leaders • Exposure to multiple industries, business areas, and sales areas • Projects that accelerate business acumen and technical expertise