Support Consultant
Posted 3 Sep 2026
Advertised as “Support Consultant (Post-sales)”
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 4+ yrs
- Management level
- People management
- Employment
- Hybrid
- Contract
- Full-time
No salary listed for this role.
Field of studyBusiness, Information Systems (or related)
Study levelBachelor's
About the Company
We are working with an IT Services and Consulting company, a Premier Oracle NetSuite Alliance Partner, which operates across the full enterprise technology ecosystem, helping enterprises solve the most complex business technology challenges through strategic tech stack engineering and AI-led transformation.
With a global presence, including Canada, the US, Australia, the UK, the UAE, Egypt, the Philippines, India, Japan, and more, they support complex organizations wherever they grow.
About the Role
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As the Senior Support Consultant, you will own the strategy, delivery, and ongoing success of our support services across a portfolio of clients. You’ll be accountable for ensuring high-quality service delivery, building trusted client relationships, and driving continuous platform optimization. This role blends leadership, solutioning, and operational management, requiring you to guide a team of consultants, oversee multiple client accounts, and shape the future of our Managed Services offering.
Responsibilities:
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Lead and mentor the Managed Services team, providing guidance, coaching, and escalation support to consultants.
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Own the support strategy and solutioning approach for 8–10 client accounts, ensuring alignment with client goals and industry best practices.
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Oversee end-to-end service delivery, including incident management, enhancement requests, technical assessments, and ongoing optimization.
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Serve as the primary client contact for strategic support conversations, roadmap planning, and prioritization of enhancements.
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Collaborate with client stakeholders to understand business needs, provide thought leadership, and recommend platform improvements.
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Monitor and drive performance against key service metrics (SLA adherence, CSAT scores, ticket resolution rates, and strategic outcomes).
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Lead solution design and support strategy discussions, ensuring scalable and sustainable client environments.
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Partner with project delivery teams to ensure smooth post-implementation transitions and effective knowledge handoffs into Managed Services.
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Identify opportunities for expanded client engagement, including upsell potential, platform enhancements, or advisory initiatives.
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Contribute to the refinement of support methodologies, processes, and best practices, driving operational excellence across the team.
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