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

Oracle•United States,

4d•$87,000 - $187,000•Remote

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.