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.