SquareWorks Consulting – NetSuite Partner

Customer Support

• Own Net Revenue Retention (NRR), Gross Retention, and Expansion targets
• Lead a Customer Success organization responsible for Expansion sales, health scores, renewal forecasting, and risk mitigation
• Oversee all software implementation projects and ensure predictable, high-quality go-lives
• Standardize implementation playbooks, handoff processes, and timeline expectations
• Own the support organization, including SLA compliance, severity triage, customer communication, and escalation paths
• Own responsibility for cross-sell and upsell within the customer base
• Build the long-term CX strategy for Charted as we scale into the UK and beyond
• Lead, mentor, and grow a team across multiple functions

VP of Customer Experience

Sales Engineer

• Partner with Account Executives to tailor demos, chase down technical answers, and close deals
• Leverage deep understanding of each prospect’s current process and identify gaps we can fill
• Lead tailored product walkthroughs that focus on value, not features
• Collaborate cross-functionally with Product and Services teams to support unique use cases and provide actionable feedback to team.
• Help refine our demo environments, templates, and talk tracks by vertical
• Serve as a NetSuite and AP subject matter expert throughout the sales process
• Join calls with partners and bring technical depth to joint opportunities