Customer Support ERP Consultant
Customer Support Consultant - ERP
Ogg | Auckland | Full-time
About Ogg
Ogg is a digital transformation consultancy specialising in ERP, CRM and e-commerce. Over 20 years we’ve delivered more than 250 NetSuite deployments across Australia, New Zealand and beyond, for clients ranging from fast-growing mid-market businesses to large listed companies.
We’re an Oracle NetSuite partner and also work across HubSpot, Shopify, BigCommerce and Celigo, with offices in New Zealand and Australia.
The role
Go-live is where most partners step back. It’s where you step in.
As our Customer Support Consultant, you’ll own a portfolio of live clients. You’ll be their trusted advisor and the person who makes sure their investment in NetSuite keeps paying off. You’ll resolve what’s broken, spot what’s about to break, and find where the platform can do more for them.
The role is half relationship and half hands-on. In the morning you might be running a quarterly review with a CFO. In the afternoon you might be tracing a failed Celigo flow or rebuilding a saved search. You’ll work closely with our consultants, developers and project managers, and you’ll be the client’s point of accountability between projects.
What you’ll do
Own the client relationship
Manage a portfolio of post-go-live clients, acting as their main point of contact and advocate inside Ogg
Run regular health checks and quarterly business reviews that look at how the system is actually being used, not just at ticket counts
Build trust with finance and operations leaders, and hold your ground when the right answer isn’t the easy one
Track account health and flag risk early. We’d rather know about an unhappy client in month two than at renewal
Solve problems hands-on
Triage, investigate and resolve support requests across NetSuite configuration, workflows, saved searches, roles and permissions, and data issues
Diagnose integration problems across Celigo, HubSpot, BigCommerce and other connected systems
Scope fixes and enhancements, and write clear specifications for our developers when something needs to be built
Keep SLAs and response commitments, and communicate clearly while issues are open
Drive adoption and growth
Find where NetSuite can remove a workaround, shorten the month-end close or replace a spreadsheet, then help the client get there
Run targeted training and refresher sessions as teams change and new features land
Advise clients on NetSuite releases: what’s changing, what matters to them and what to test
Identify opportunities for optimisation projects, new modules and further phases, and work with our sales and delivery teams to scope them
Make the team better
Turn recurring issues into knowledge articles, templates and fixes that stop them coming back
Feed client insight into how we implement, so our next go-live is better than the last
What we’re looking for
Essential
3+ years working hands-on with NetSuite in a support, customer success, administrator or consulting role
Solid functional knowledge of NetSuite, especially financials (AP/AR, banking, period close, multi-subsidiary) and order-to-cash
Strong SuiteAnalytics skills: saved searches, formulas, datasets, workbooks and dashboards
Working knowledge of workflows, CSV imports, custom records and fields, and roles and permissions
Enough SuiteScript literacy to read a script, scope a change and review what a developer delivers
A methodical approach to troubleshooting, so you find the root cause rather than just the symptom
Confidence with senior stakeholders, including when the news is unwelcome
Clear written communication, including tickets, specs and updates that someone else can act on
Australian or New Zealand work rights
Highly regarded
Experience with NetSuite, HubSpot or BigCommerce
A finance or accounting background (bonus)
ERP knowledge or similar role
Experience in a partner or managed-services environment
Industry depth in wholesale distribution, retail/e-commerce, professional services or manufacturing
How we’ll know you’ll do well here
You ask why the client does something a particular way before deciding it’s wrong
You’d rather have an uncomfortable conversation now than deal with a surprise at renewal
You can’t leave a recurring issue alone until it stops recurring
You’re organised enough to juggle a dozen clients without any of them feeling like one of a dozen
You hold a standard for your own work that doesn’t need policing
What’s on offer
A varied portfolio of clients and problems, with no two weeks the same
Funded NetSuite certifications and a real training budget
Clear progression into Senior Customer Success, Solution Consultant or Practice Lead roles
Work alongside chartered accountants and senior technologists who’ll make you better at this
A leadership team that backs its people in front of clients
Apply
Send your CV and a short cover letter. In it, tell us about a time you turned around an unhappy client or solved a NetSuite problem nobody else could crack. Apply via the button below.
No recruitment agencies, please.