Job description

About Kimberlite Partners, LLC

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 NetSuite Consultants perform the role of the 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 SSM 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. The SSM works 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 enhancements

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 3 years of experience in relevant industry business practices, business consulting, and/or technical consulting desired.

In addition, the following are critical skills required (or desired, where noted) to perform well in this position:

• Strong project management and task/time coordination is required
• Excellent written and spoken communication skills
• Solid presentation skills, great at developing rapport with customers
• Recognizing new business opportunities in existing account base
• Experience presenting to/facilitating meetings and group discussions
• Proficiency with project-based tools such as Word, Excel, PowerPoint
• Solid analytical skills
• 5+ years of sustained, hands-on experience with Netsuite
• 7+ years of customer-facing functional consulting
• NetSuite ERP Consultant certified
• Vertical domain expertise in Software and Services a strong plus
• Travel may be required up to ~10%

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