Senior NetSuite Support Lead, Japan Portfolio

Appficiency Inc.; Philippines; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Appficiency Inc. in the Philippines is seeking a Senior Support Consultant to own the strategy, delivery, and ongoing success of our NetSuite support services across a portfolio of clients.

You will lead a team of consultants, supervise incidents, enhance tickets, and align service delivery with client goals, SLAs, and CSAT targets while collaborating with project delivery. This role requires a strong background in NetSuite modules, client-facing communication, and the ability to drive platform

Qualifications

• Bachelor’s degree in Business, Information Systems, or related field or equivalent experience.
• 4+ years NetSuite Admin experience or 5–6 years consulting in implementations and services.
• Experience in Managed Services, Application Support, or Support Operations leadership.
• Proven ability to lead teams, manage multiple client accounts, and build trusted relationships.
• Strong solutioning across NetSuite Finance, CRM, Projects, etc.
• Excellent client-facing communication and stakeholder management.
• Knowledge of NetSuite best practices, integration patterns, and tools.

Responsibilities

• Lead and mentor the Managed Services team, guiding consultants and escalation support.
• Own the support strategy and solutioning for 8–10 client accounts.
• Oversee end-to-end service delivery, incidents, enhancements, and optimization.
• Serve as primary client contact for strategic support conversations and roadmaps.
• Collaborate with stakeholders to understand business needs and recommend platform improvements.
• Monitor service metrics (SLA, CSAT, ticket resolution) and drive outcomes.
• Design solutions and support strategies for scalable client environments.
• Coordinate post-implementation knowledge handoffs with delivery teams.
• Identify opportunities for upsell and advisory initiatives.
• Refine support methodologies and best practices across the team.
• Resolve tickets across NetSuite modules with accuracy and timeliness.

Skills

NetSuite Admin

Managed Services

Client Relationships

Stakeholder Communication

Incident Mgmt

Platform Optimization

Education

Bachelor’s degree

Tools

Zendesk

Jira

ServiceNow

Celigo

Dell Boomi

Mulesoft

Job description

Appficiency Inc. in the Philippines is seeking a Senior Support Consultant to own the strategy, delivery, and ongoing success of our NetSuite support services across a portfolio of clients.

You will lead a team of consultants, supervise incidents, enhance tickets, and align service delivery with client goals, SLAs, and CSAT targets while collaborating with project delivery. This role requires a strong background in NetSuite modules, client-facing communication, and the ability to drive platform