Kimberlite Partners is the industry leader in creating, enabling and managing Managed Services offerings for Solution Providers and Software Publishers using our proven Managed Application Consulting (MAC)™ approach. Additionally, leveraging our own time-tested MAC playbook, we deliver a high touch, high quality and extremely flexible NetSuite managed service, called DiamondCare™.
Founded in 2020 by the executive leadership team of Demand Solutions Group (DSG), the #1 NetSuite Solution Provider before acquisition by NetSuite, and then the founding, executive leadership team behind the hyper-growth and highly successful MAC solution, Advanced Customer Support (ACS). Kimberlite Partners is a few years young and looking for the next set of key individuals to help us scale the company to meet the demand of our current offerings and the formation of our new offerings.
Job Description
Our senior Functional Consultant performs the roles of the Solution Architect and/or Solution Success Manager (SSM), whose primary purpose is to operate as the primary named resource to onboard and lead an ongoing, subscription-based services engagement for a set of customers.
Specifically, the FC is accountable for delighting Customers by helping them optimally leverage their investment in NetSuite products by identifying and driving closure on smaller (non-project) work-packets. They work with additional named and/or shared resources to uncover new ways to leverage NetSuite that meets or exceeds their expectations.
Essential Duties And Responsibilities
Customer Advocate: Be an advocate for your Customer and take necessary actions to achieve desired outcomes. Continue to communicate back to the Customer what actions are being taken to current success criteria and next steps. Be the primary point of contact for Customers’ requests. Advocate as needed with other services teams to drive favorable outcomes for Customers
Engagement Management: Lead intake of new Customers and develop a roadmap of priorities and implement based on the customer’s business goals
Manage ongoing priorities/task and provide regular status updates to customers
Maintain case hygiene, engagement tasks, manage time entry and associated approvals, ensure extended hours approval compliance
Maximize Customer entitlements while ensuring significant value is derived
Identify and manage risks
Ensure seamless coordination as needed with other services teams to drive favorable outcomes for Customers
Building Resilient Solutions: Hands-on remediation of identified Customer NetSuite enhancement including but not limited to application configuration of fields, forms, roles, permissions, searches, reporting, light SuiteFlow and unit testing of scripted solutions and integrations
Account Escalations: Support or respond to any alerts, red flags or account poor health. This can be directly from the Customer reaching out or critical or overdue cases or work packets
Renewals: Delight Customer to ensure renewal at end of contracted term. Partners with Sales as expiration approaches to showcase historic and planned value
Compliance: Ensures all required Subscription Service Name methodologies and processes are followed in accordance with the standards set forth by Company
Promotes: Work closely with Sales to promote license and service expansions, including identification of potential Statement of Work based Projects to increase Customer lifetime value (CLV) of our customers
Benefits
Unlimited PTO
Fully remote
Competitive benefits including health, dental and vision
Profit Sharing Units (PSUs) to share in our collective success
Essential Skills, Education And Work Experience
Bachelor’s degree in computer science, engineering, or related field is preferred.
A combination of at least 5 years of experience in relevant industry business practices, business consulting, and/or technical consulting desired