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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.Contribute to developing and implementing firm-approved, AI-enabled solutions for clients, in accordance with company policies on data protection, intellectual property, and professional standardsStay informed about emerging AI tools and techniques and collaborate with firm leadership to identify compliant opportunities to enhance client solutions and internal processes
What You'll Bring:
Education: Bachelor’s degree in Business, Information Systems, Accounting, or related field required. NetSuite certifications (SuiteFoundation, Administrator, ERP Consultant) preferred.NetSuite Experience: 8+ years managing NetSuite implementations, support, or optimization projects. Strong familiarity with core NetSuite ERP modules and typical integrations.Leadership & Management: Proven ability to lead teams, manage multiple projects, and mentor consultants.Project Management: Skilled in project planning, timeline management, and handling scope adjustments.Communication & Client Service: Excellent communication and relationship-building skills. Comfortable presenting complex solutions clearly to executive-level clients.Analytical & Problem-Solving: Exceptional analytical abilities for troubleshooting complex issues. Detail-oriented with strategic problem-solving skills.Technical Acumen: Strong hands-on understanding of NetSuite configuration, scripting, and integrations. Familiarity with support and project management tools.Comfort with AI: Demonstrated ability to responsibly explore and adopt firm-approved AI tools to enhance productivity and innovationContinuous Learning Mindset: Openness to learning and applying emerging technologies including AI and automation in alignment with firm policies and client standardsBusiness Acumen: Solid grasp of key business processes across finance, operations, or supply chain functions.Organizational Skills: Demonstrated capability in budgeting, resource allocation, and workload prioritization.Adaptability and Growth Mindset: Proactive about staying current on NetSuite capabilities and industry trends. Comfortable in dynamic, growth-oriented environments.
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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.
