Sr Principal Consultant – Consumer Services – NetSuite Advanced Customer Support (ACS) - Managed Services
OracleIf you're a senior level NetSuite consultant with experience helping Consumer Services organizations drive operational excellence, business transformation, and customer success, and you're excited about the opportunity to help customers harness the power of AI to transform how they operate, NetSuite ACS is the place for you! Oracle NetSuite's Advanced Customer Support (ACS) team is seeking a seasoned consultant with expertise supporting Consumer Services organizations, including Commercial Services & Equipment Support providers, Automotive & Vehicle Services companies, Real Estate & Property Management organizations, Health, Wellness & Personal Care businesses, membership and subscription based businesses, and other consumer centric service organizations. Experience within Financial Services environments is also highly valued due to the strong alignment around customer operations, financial management, compliance, reporting, and process optimization.
This direct hire position can be home office based in most major US and Canadian cities and requires minimal travel, as appropriate.
Oracle NetSuite's Advanced Customer Support (ACS) team goes beyond traditional support by serving as a strategic partner in our customers' long term success. Through a combination of industry expertise, business process consulting, technical guidance, and AI powered innovation, we help customers continuously evolve their NetSuite environment, unlock new efficiencies, accelerate growth, and maximize the value of their investment. Our consultants work alongside customer leadership teams to identify opportunities, solve complex business challenges, and turn strategic objectives into measurable business outcomes.
As part of the ACS team, this role will help Consumer Services customers optimize NetSuite across finance, customer management, service operations, workforce management, recurring revenue, reporting, integrations, and emerging AI enabled business process improvements.
Responsibilities Include
Participate in the identification and documentation of customer NetSuite value gaps using ACS methodology.
Work with customers to prioritize and remediate high impact business process gaps.
Advise Consumer Services customers on leading practices across customer lifecycle management, Inventory and warehouse management, service delivery and field service operations, workforce management, recurring revenue models, customer retention, billing, financial operations, equipment and service contract management, property and tenant management processes, and customer experience optimization initiatives.
Define detailed functional requirements for NetSuite configurations, automations, integrations, reporting solutions, and data improvements.
Partner with Technical Services teams to design, validate, and unit test automations and integrations.
Help customers adopt AI assisted process improvements, including customer service insights, operational performance monitoring, reporting summaries, recurring revenue optimization, workforce productivity improvements, and business process automation.
Use AI tools internally to improve consulting efficiency, including discovery synthesis, requirements drafting, meeting summaries, issue analysis, research, and executive ready documentation.
Guide customers on responsible AI adoption, including use case selection, data quality, validation controls, security considerations, and change management.
Perform quality reviews of deliverables developed by other team members.
Continue to increase NetSuite product knowledge and pursue relevant certifications.
Collaborate with ACS teams including TAMs, Technical Services, Support, SuiteProjects, Analytics, Planning and Budgeting, and other specialized teams.
Follow essential internal business processes aligned toward customer success.
Required Experience
6+ years of relevant ERP, consulting, operations, finance, customer service, or industry domain experience.
Strong NetSuite ERP experience, although experience with competing ERP platforms may be considered.
Experience supporting Consumer Services organizations, including Commercial Services & Equipment Support, Automotive & Vehicle Services, Real Estate & Property Management, Health, Wellness & Personal Care, membership based organizations, subscription based businesses, or Financial Services organizations.
Understanding of customer lifecycle management, recurring revenue models, Field service operations, Fixed Asset Management, Inventory and Warehouse Management, workforce utilization, customer retention, billing, financial management, operational reporting, and process improvement initiatives.
2+ years of external consulting or customer facing advisory experience.
Experience defining requirements for complex customizations, integrations, reports, workflows, or business process improvements.
Ability to synthesize business requirements into a coherent story, strategic vision, and practical improvement roadmap.
Strong communication, facilitation, and executive interaction skills.
Passion for driving customer satisfaction and measurable business value.
An adopter of AI, and a passion for continual evolution in this area.
Preferred Qualifications
Experience with SuiteProjects, CRM, Subscription Billing, Advanced Revenue Management, Fixed Assets, SuiteAnalytics, Analytics Warehouse, Item Management, Warehouse Management, Field Service Management, Planning and Budgeting, EPM, or Manufacturing.
Experience with AI assisted ERP capabilities, AI enabled reporting, workflow automation, customer engagement technologies, operational analytics, or business process optimization initiatives.
Familiarity with NetSuite AI capabilities such as Text Enhance, Prompt Studio, Narrative Insights, Intelligent Bill Capture, AI Connector Service, or SuiteScript AI APIs is a plus.
Experience helping customers adopt new technology, including AI, through practical use cases, governance, enablement, and change management.
Finance, accounting, service operations, property management, Real Estate, customer experience, or business operations background is a plus.
NetSuite ERP Consultant or other relevant product certifications are a plus.
Project and/or team leadership experience.
Ability to work with teams that include functional, technical, process, organizational change, and customer stakeholders.
Travel Requirement
Minimal travel required, as appropriate.
Qualifications
Disclaimer:
Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.
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Range and benefit information provided in this posting are specific to the stated locations only
CA: Hiring Range in CAD from: $93,900 to $143,900 per annum.
US: Hiring Range in USD from: $87,000 to $187,000 per annum. May be eligible for bonus and equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
Career Level - IC3
Vacancy Type - Replacement Position