Team Lead, NetSuite Software Delivery

Summary

Join our team as the Lead for NetSuite Software Delivery and oversee a team of functional consultants. You will ensure high-quality service, excellent outcomes, and timely issue resolution across software engagements. Collaborate with internal and external teams to identify business needs and drive continuous improvement. This role requires strong leadership, communication, and functional consulting skills. You will manage employee performance, workload, and service delivery, while fostering strong client relationships. The position also involves supporting business development and company growth initiatives.

Requirements

• Minimum of 5+ years of SaaS consulting experience (NetSuite experience a plus), and 1+ years of supervisory experience
• Undergraduate degree in finance, accounting or business, or equivalent experience
• Must be familiar with, and interested in, business systems. Exposure to multiple business system platforms and associated integrations a required
• Must have a strong understanding of general business principles and must be comfortable conducting business analysis work, matching outputs to system configuration
• Must have expert grasp of basic accounting principles, accounts payable workstreams and processes, and general compliance and controls requirements (approvals, separation of duties, etc.)
• General project management and execution skills required
• Must be comfortable interfacing directly with clients with minimal assistance from others
• Excellent communication and interpersonal skills
• Problem-solving mindset with attention to detail

Responsibilities

• Provide mentorship, coaching, and career development advice, with assistance from the Senior Director, to the members of their team in adherence to company customer service, communication and career advancement policies and standards
• Conduct performance and compensation reviews for members of their team with assistance from the Senior Director. Assist the Senior Director and other Team Leads in setting yearly bonus metrics for the members of the Software Services team
• Work with the Senior Director to resolve any HR-related issues affecting consultants assigned to their team
• Assist the Senior Director in recruiting, onboarding, and retaining additional functional consultants as necessary to support growth in software and support sales
• Work with the Senior Director to refine the onboarding process for new Software Services hires, with the goal of shortening ramp-up time and enhancing new hire engagement
• Maintain direct responsibility for 5-10 software implementations on an ongoing basis to both ensure familiarity with the team’s work and contribute to overall team productivity
• Proactively manage the distribution of new work and new engagements assigned by the Senior Director to their team to optimize utilization and efficient delivery of solutions and services
• Provide oversight of software services delivered by their team to ensure the highest quality and highest level of customer satisfaction. This includes helping the team navigate functional and technical questions related to implementation and support of Automate as well as helping with client relationships and escalations
• Oversee coordination between their team and Technical Services when executing joint Software Services/Technical Services projects
• Proactively track software projects assigned to their team to ensure that services are delivered within the agreed budget and timeline. Communicate any related issues to the Senior Director clearly, quickly, and constructively and assist with determination and implementation of a resolution in conjunction with the appropriate salesperson and/or consultant
• Proactively track software support engagements assigned to their team to ensure prompt response times, efficient ticket management, effective resolution delivery, and overall customer satisfaction
• Ensure the consistent use and application, within their team, of defined service delivery standards, including those related to documentation, testing, client communication, management of budgets and timelines, etc
• Contribute, in conjunction with other Team Leads and in cooperation with the Senior Director, to the refinement and expansion of the team’s operational structure and associated tools to help ensure the on-time delivery of high-quality services to clients and internal stakeholders
• Hold periodic check-ins with software clients assigned to their team to help build relationships and ensure customer satisfaction
• Act as a first point of escalation for all software customers assigned to their team. Review escalations with the Senior Director on a regular basis to ensure timely resolution and to help prevent similar issues in the future
• Address and resolve, with the assistance of the Senior Director, any conflicts that arise between consultants on their team and clients to which they are assigned
• Facilitate handoff from Sales of software projects assigned to their team to ensure smooth transitions and alignment of client/consultant expectations
• Help promote effective cross-collaboration and cross-selling between the Software Services team and SquareWorks’ other delivery teams (Managed Services, Professional Services, and Technical Services)

Preferred Qualifications

Previous experience deploying pre-packaged software solutions a plus

Benefits

• Competitive compensation
• Competitive healthcare benefits
• Unlimited vacation
• Internet allowance
• Home office expense reimbursement
• 401(k) employer contributions
• Birthdays off
• Charitable contribution program
• This is a remote role