Sr Principal Consultant – Consumer Services – NetSuite Advanced Customer Support (ACS) - Managed Services

If 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 re