Solutions Success Manager

Doozy is an industry disruptor, delivering software solutions built on the NetSuite platform that are hyper-focused in the industries the products serve. Crafted ERP is a solution we are proud of, created by a team who loves working together. Combining the leading ERP platform, NetSuite, with our passion for helping others, our experience, and industry expertise in craft beverage, Crafted ERP delivers a world-class solution that will redefine how beverage companies do business. We seek out the best, and appreciate hard work as much as a good sense of humor. Our Purpose: To power the future of beverage. Our Strategic Anchors: Customer Success Purpose Built Scalable Our Values: We are creators supporting creators. C - Committed: We are dedicated to our team, customers and company and show up every day ready to try – and ready to learn. R - Responsive: We respect and respond to the needs of our colleagues, customers and communities. E - Enthusiastic: We enjoy our work and greet challenges, customers and each other with a smile. A - Accountable: We take responsibility for our words, our actions and our impact on each other and the communities we serve. T - Tenacious: We are always ready to improve, and we never give up on ourselves, our work or each other. Grit is our middle name. E - Exceptional: We are unique. We are ready to serve. We are Doozy. Job Summary: The Solution Success Manager (SSM) is the consultative leader of each customer's managed services engagement at Doozy Solutions. Acting as a trusted advisor, the SSM brings deep NetSuite and Crafted ERP expertise to understand each customer's business, assess their evolving needs, and guide them toward the solutions and strategies that will drive the most value from their investment. The SSM is the conductor of the engagement — orchestrating the work of NetSuite consultants and developers, shaping the services roadmap, and ensuring that every contracted hour is applied toward outcomes that matter. Through a consultative approach, the SSM builds and maintains a healthy backlog that reflects the customer's business priorities, identifies opportunities for optimisation and growth, and ensures the customer is getting the full value of their managed services contract. While the Account Management team owns the commercial relationship and contract lifecycle, the SSM owns the advisory relationship and services strategy — providing the expertise, recommendations, and delivery oversight that define the customer's experience with Doozy Solutions and Crafted ERP. Responsibilities: Serve as the trusted NetSuite and Crafted ERP advisor for assigned customers, bringing deep platform knowledge and industry context to every engagement. Assess customer business processes, challenges, and goals to proactively recommend system enhancements, process improvements, and strategic initiatives. Provide alternate solutions and best practice guidance rather than simply implementing customer requests at face value. Facilitate discovery sessions, workshops, and training to deepen customer understanding of NetSuite capabilities and drive adoption of underutilised features. Translate business requirements into clear, actionable solution recommendations for the delivery team. Own the services engagement plan for each assigned customer — defining priorities, sequencing work, and maintaining a healthy backlog of actionable items. Track and manage hours consumed versus contracted allocation, ensuring customers are fully utilising their managed services entitlement. Build and maintain a rolling backlog that supports the customer's business growth and drives continued engagement. Identify when customer needs warrant extending into overage projects (40-hour threshold) and prepare the scope and justification for handoff to the AM team. Conduct periodic engagement reviews with customers covering work completed, hours status, backlog priorities, and upcoming recommendations. Manage task prioritisation across assigned accounts to balance delivery quality with utilisation targets. Lead and coordinate the work of NetSuite consultants and developers assigned to customer engagements. Delegate work appropriately across the team based on skill set, capacity, and customer priorities. Ensure delivered solutions follow NetSuite best practices and align with Crafted ERP standards. Provide regular status updates to clients ensuring transparency around progress, risks, and upcoming milestones. Manage services‑related escalations, identifying red flags early and driving resolution through internal teams. Surface signals to the Account Management team including underutilisation, emerging business needs, and opportunities that may warrant expanded engagements or new projects. Monitor services engagement health through utilisation rates, backlog depth and velocity, and delivered work throughput. Provide delivery context to inform AM‑led contract renewals, expansion conversations, and customer health assessments. Managed Services Strategy & Operations Partner with the Head of Services to evaluate the effectiveness of Doozy's managed services offerings, identifying gaps, inefficiencies, and areas for improvement based on frontline engagement experience. Propose enhancements to managed services packaging, delivery processes, tooling, and engagement models grounded in real customer patterns and market needs. Assist with implementing approved changes to managed services offerings, including process rollouts, team enablement, and documentation updates. Bring a practitioner's perspective to strategic planning — translating what's working and what isn't from active engagements into actionable recommendations for the services organisation. Qualifications: Bachelor's degree in a related field; additional relevant certifications or qualifications are a plus. 6+ years of hands‑on NetSuite experience in delivering full‑lifecycle NetSuite implementations, managed services, and/or consulting. Strong understanding of NetSuite modules, including financials, inventory, and manufacturing. Experience in manufacturing, CPG, or beverage industry environments is strongly preferred. Solid project management skills, including the ability to prioritise tasks, manage timelines, and coordinate and delegate across multiple stakeholders. Exceptional communication skills, with the ability to effectively present to and collaborate with clients and internal teams at all levels. Analytical mindset with the ability to interpret data, identify risks, and recommend solutions that drive operational improvements. Ability to lead workshops, gather and document requirements, and create solutions to address complex business needs. Experience in a customer‑facing consulting or project management role, ideally in the software or technology industry. Key Skills and Competencies: Consultative mindset with the ability to assess business needs and translate them into strategic recommendations. Strong ability to understand and solve complex business problems within the NetSuite platform. Proactive and results‑driven approach to engagement management and utilisation. Excellent problem‑solving skills with the ability to identify and resolve issues before they impact delivery. Ability to work independently and as part of a collaborative team in a fast‑paced, dynamic environment. Excellent time management and organisational skills with the ability to juggle multiple customer engagements and meet deadlines. Strong documentation habits and commitment to maintaining institutional knowledge. 401(k) plan with Doozy match up to 4% of base salary Unlimited Vacation including holidays 24 hours of Paid Volunteer Time Off (VTO) Medical, Dental and Vision plans: Employees can select from a variety of plans, some offering 100% employer paid premiums. Dependents of our employees can receive coverage under our plan with a nominal cost. We provide 10% premium coverage for dependent medical, dental, and vision services, helping to protect the health and well‑being of their loved ones. Access to continuing education courses, NetSuite training and certifications Employee can be in CO, or Remote (North America only) #J-18808-Ljbffr