Netsuite Director - Support & Optimization

NetSuite Director - Support & Optimization

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.

CrossCountry Consulting is seeking a Director for our NetSuite Support & Optimization practice, a senior leader who will oversee and grow our post-implementation support services. In this director-level role, you will be responsible for ensuring clients' NetSuite ERP systems operate at peak performance through continuous support and tailored optimizations. This role is a blend of practice leadership, client engagement, and solution architecture, requiring close collaboration with sales teams during the pre-sales process, as well as hands-on oversight of client delivery. You will guide new clients from deal close through onboarding, coordinate a team of NetSuite consultants, and design optimization roadmaps that enhance system efficiency and business value. In addition, you will play a key role in our comprehensive NetSuite Health Check process assessing clients' configurations, identifying pain points, and crafting actionable improvement plans. This is an opportunity to drive innovation and client success in an award-winning NetSuite practice, leveraging your expertise to deliver continuous improvement and maximum ROI for our clients.

What You'll Do :

• Sales Support and Deal Scoping : Partner with the sales and business development teams to support the sales cycle for Support & Optimization deals, including leading scoping discussions and advancing opportunities through the sales process to a successful close.
• Client Onboarding and Relationship Management : Oversee the onboarding of new Support & Optimization clients, ensuring a smooth transition from sales to delivery. Establish clear processes and expectations with each client and maintain strong ongoing relationships.
• Support Operations Oversight : Manage the end-to-end support ticketing lifecycle from initial ticket receipt and assignment through to resolution and customer follow-up. Ensure tickets are promptly and effectively resolved.
• Team Leadership and Resource Allocation : Lead and mentor a team of NetSuite Support & Optimization consultants, managing their performance, skills development, and workload allocation across engagements.
• Solution Architecture & Optimization Planning : Provide solution architecture guidance for optimization initiatives, designing enhancements and configurations tailored to clients' specific business needs and objectives.
• NetSuite Health Check Leadership : Conduct and lead comprehensive assessments of client NetSuite environments, documenting configurations, identifying inefficiencies, and recommending detailed improvement strategies.
• Risk Management and Quality Assurance : Identify and proactively manage risks within support and optimization engagements. Ensure all solutions and enhancements are rigorously tested and adhere to quality standards.
• Continuous Improvement and Best Practices : Conduct reviews of completed engagements to capture insights and refine service delivery processes, maintaining an up-to-date knowledge of NetSuite features and best practices.
• Practice Development : Collaborate with NetSuite practice leadership to shape strategic direction and growth of the Support & Optimization division, developing new services, enhancing existing offerings, and contributing to thought leadership initiatives.

What You'll Bring :