Senior NetSuite Support & Solutions Lead

Appficiency Inc; Manila; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Appficiency Inc. in Manila 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 be accountable for high-quality service delivery, building trusted client relationships, and driving continuous platform optimization. This role blends leadership, solutioning, and operational management, guiding a team of consultants, overseeing multiple client accounts, and shaping the future of our Managed

Qualifications

• Bachelor's degree in Business, Information Systems, or related field.
• 4+ years of NetSuite Admin experience OR 5-6 years in consulting with implementations and ongoing services.
• Experience leading Managed Services, Application Support, or Support Operations.

Responsibilities

• Lead the Managed Services team with coaching, escalation support, and mentorship.
• Own the support strategy and solutioning for 8-10 client accounts.
• Oversee end-to-end service delivery including incident management and enhancements.
• Serve as the primary client contact for strategic support conversations and roadmaps.
• Collaborate with client stakeholders to understand business needs and suggest platform improvements.
• Monitor performance against SLA, CSAT, tickets, and strategic outcomes.
• Lead solution design and support strategy discussions for scalable environments.
• Coordinate with project delivery teams for smooth post-implementation transitions.
• Identify opportunities for expanded client engagement and upsell potential.
• Refine support methodologies and best practices across the team.
• Resolve NetSuite tickets across core modules with timely accuracy.

Skills

Leadership

Client-facing communication

Problem solving

Solution design

Strategic thinking

Cross-functional collaboration

Education

Bachelor's degree in Business or Information Systems

Tools

NetSuite

Zendesk

Jira

ServiceNow

Celigo

Dell Boomi

Mulesoft

Job description

Appficiency Inc. in Manila 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 be accountable for high-quality service delivery, building trusted client relationships, and driving continuous platform optimization. This role blends leadership, solutioning, and operational management, guiding a team of consultants, overseeing multiple client accounts, and shaping the future of our Managed