What are the responsibilities and job description for the Team Lead, NetSuite Software Delivery position at Kimberlite?
Reports to: Senior Director of Software Services
Job Summary:
The Lead for NetSuite Software Delivery is responsible for overseeing a team of functional consultants within the Software Services organization. That organization is responsible for managing and executing implementation, optimization, and ongoing support of solutions for our clients. The person in this position will be tasked with ensuring their team delivers high-quality service, excellent outcomes, timely issue resolution, and effective end-user training across software engagements. The Lead will collaborate with internal and external cross-functional teams to identify business needs, enhance system functionality, and drive continuous improvement initiatives. Strong leadership, communication, and functional consulting skills are essential to ensure the team's success and alignment with organizational goals.
Key Responsibilities:
Employee Management and Hiring
- Provide mentorship, coaching, and career development advice, with assistance from the Senior Director, to the members of their team in adherence to company customer service, communication and career advancement policies and standards.
- Conduct performance and compensation reviews for members of their team with assistance from the Senior Director. Assist the Senior Director and other Team Leads in setting yearly bonus metrics for the members of the Software Services team.
- Work with the Senior Director to resolve any HR-related issues affecting consultants assigned to their team.
- Assist the Senior Director in recruiting, onboarding, and retaining additional functional consultants as necessary to support growth in software and support sales.
- Work with the Senior Director to refine the onboarding process for new Software Services hires, with the goal of shortening ramp-up time and enhancing new hire engagement.
Workload Management, Service Delivery, and Operations
- Maintain direct responsibility for 5-10 software implementations on an ongoing basis to both ensure familiarity with the team’s work and contribute to overall team productivity.
- Proactively manage the distribution of new work and new engagements assigned by the Senior Director to their team to optimize utilization and efficient delivery of solutions and services.
- Provide oversight of software services delivered by their team to ensure the highest quality and highest level of customer satisfaction. This includes helping the team navigate functional and technical questions related to implementation and support of Automate as well as helping with client relationships and escalations.
- Oversee coordination between their team and Technical Services when executing joint Software Services/Technical Services projects.
- Proactively track software projects assigned to their team to ensure that services are delivered within the agreed budget and timeline. Communicate any related issues to the Senior Director clearly, quickly, and constructively and assist with determination and implementation of a resolution in conjunction with the appropriate salesperson and/or consultant.
- Proactively track software support engagements assigned to their team to ensure prompt response times, efficient ticket management, effective resolution delivery, and overall customer satisfaction.
- Ensure the consistent use and application, within their team, of defined service delivery standards, including those related to documentation, testing, client communication, management of budgets and timelines, etc.
- Contribute, in conjunction with other Team Leads and in cooperation with the Senior Director, to the refinement and expansion of the team’s operational structure and associated tools to help ensure the on-time delivery of high-quality services to clients and internal stakeholders.
Customer Satisfaction and Client Relationships
- Hold periodic check-ins with software clients assigned to their team to help build relationships and ensure customer satisfaction.
- Act as a first point of escalation for all software customers assigned to their team. Review escalations with the Senior Director on a regular basis to ensure timely resolution and to help prevent similar issues in the future.
- Address and resolve, with the assistance of the Senior Director, any conflicts that arise between consultants on their team and clients to which they are assigned.
Business Development Support & Company Growth
- Facilitate handoff from Sales of software projects assigned to their team to ensure smooth transitions and alignment of client/consultant expectations.
- Help promote effective cross-collaboration and cross-selling between the Software Services team and SquareWorks’ other delivery teams (Managed Services, Professional Services, and Technical Services).
Qualification:
- Minimum of 5 years of SaaS consulting experience (NetSuite experience a plus), and 1 years of supervisory experience.
- Undergraduate degree in finance, accounting or business, or equivalent experience.
- Must be familiar with, and interested in, business systems. Exposure to multiple business system platforms and associated integrations a required.
- Must have a strong understanding of general business principles and must be comfortable conducting business analysis work, matching outputs to system configuration.
- Must have expert grasp of basic accounting principles, accounts payable workstreams and processes, and general compliance and controls requirements (approvals, separation of duties, etc.).
- General project management and execution skills required.
- Must be comfortable interfacing directly with clients with minimal assistance from others.
- Previous experience deploying pre-packaged software solutions a plus.
- Excellent communication and interpersonal skills.
- Problem-solving mindset with attention to detail.
Compensation & Benefits
- Competitive compensation
- Competitive healthcare benefits
- Unlimited vacation
- Internet allowance
- Home office expense reimbursement
- 401(k) employer contributions
- Birthdays off
- Charitable contribution program
This is a remote role.
*Cannot hire in Washington or California or outside United States.