Customer Support Jobs in Springfield, IL (NOW HIRING)

If you're a senior-level NetSuite consultant with experience helping non-profit organizations drive operational excellence, business transformation, and customer success, and you're excited about the opportunity to help customers harness the power of AI to transform how they operate, NetSuite ACS is the place for you! Oracle NetSuite's Advanced Customer Support (ACS) team is seeking a seasoned consultant with expertise supporting non-profit and public sector organizations.

We are looking for a Senior ERP Functional Consultant to join our team. 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. As a trusted advisor, we work closely with customer stakeholders to identify opportunities, solve complex business challenges, and translate strategic goals into measurable business outcomes.

• Participate in the identification and documentation of customer NetSuite value gaps using ACS methodology.
• Partner with customers to prioritize and remediate high-impact business process gaps.
• Advise non-profit customers on leading practices across Fund Accounting, Grant Management, Revenue Restriction Management, Pledge Management and Fundraising.
• Define detailed functional requirements for NetSuite configurations, automations, integrations, reporting, and data improvements.
• Collaborate with Technical Services teams to design, validate, and unit test customizations, automations and integrations.
• Help customers adopt AI-assisted process improvements, including reporting insights, document capture, exception management, and operational efficiency use cases.
• 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 expand NetSuite product knowledge and pursue relevant certifications.
• Collaborate across ACS teams, including Technical Services, Support, Analytics, Planning and Budgeting, and other specialized teams. Follow essential internal business processes aligned toward customer success.

• 6+ years of relevant experience in ERP consulting, business operations, finance, customer success, or industry domain experience.
• Strong NetSuite ERP experience, although experience with competing ERP platforms may be considered.
• Bachelor’s degree in Business, Accounting, Finance, Information Systems, Engineering, or related field.
• Passion for driving Customer satisfaction.
• Experience leading customer-facing engagements and building trusted relationships with executive and operational stakeholders.
• Strong business process design, solutioning, and requirements definition skills.
• Strong written and verbal communication skills.

• Experience with AI-assisted ERP capabilities, workflow automation, 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.
• Experience supporting non-profit organizations, including knowledge of fund accounting, grant tracking, donor or pledge processes, and mission-based reporting requirements.
• NetSuite ERP Consultant or other relevant product certifications are a plus.