Customer Success Manager - Health Insurance
•Shift Technology· 1d
SupportFull-timeLatin America
1d ago
Arista Networks·about 1 month ago
Who You'll Work With
The NetSuite Support Lead/Manager will be responsible for ensuring the continuous, high-availability, and reliable operation of the NetSuite ERP system across our global enterprise. This role is a hybrid of technical expertise, functional knowledge, and dedicated service management, specifically focusing on leading a global team to provide continuous incident resolution, system monitoring, and Level 2/3 support. You will be the escalation point and the owner of the system's operational health.
What You'll Do
Global Support & Operations Management
Incident Management: Lead the global support team to effectively triage, diagnose, and resolve all critical NetSuite production issues within defined Service Level Agreements (SLAs). Act as the primary escalation point for all incidents.
Support Process Ownership: Define, document, and enforce standardized support procedures, communication protocols, and escalation matrices for all NetSuite environments.
Monitoring & Proactive Maintenance: Implement and oversee robust monitoring solutions to proactively identify system health issues, integration failures, and performance bottlenecks before they impact end-users.
Root Cause Analysis (RCA): Drive rigorous RCA processes for recurring incidents, translating operational failures into actionable permanent fixes, system enhancements, or training improvements.
System Stability: Coordinate system maintenance, scheduled downtimes, and deployment activities, ensuring minimal disruption to global operations.
Functional & Technical Support Management
SOX Compliance & Audit Management (Critical)
Internal Controls (SOX): Design, implement, document, and monitor IT General Controls (ITGCs) and Application Controls (ITACs) within NetSuite processes to ensure SOX compliance.
Segregation of Duties (SoD): Manage and monitor NetSuite roles and permissions to prevent SoD conflicts; implement and document appropriate compensating controls where conflicts cannot be avoided.
Audit Support: Serve as the primary contact for internal and external auditors for all NetSuite-related testing. Provide clear documentation, walkthroughs, and evidence related to system controls, change management, and financial data integrity.
Change Management: Own and enforce a strict, SOX-compliant change management process for all NetSuite configurations, customizations, and deployments.
Remediation: Drive the timely remediation of control deficiencies and findings identified during internal or external audits.
Compensation Information
The new hire base pay for this role has a salary range of $118,000 to $170,000. Arista offers different pay ranges based on work location, so that we can offer consistent and competitive pay appropriate to the market. The actual base pay offered will be based on a wide range of factors, including skills, qualifications, relevant experience, and work location. The pay range provided reflects base pay only and in addition certain roles may also be eligible for discretionary Arista bonuses and equity. Employees in Sales roles are eligible to participate in Arista’s Sales Incentive Plan, which pays commissions calculated as a percentage of eligible sales. US-based employees are also entitled to benefits including medical, dental, vision, wellbeing, tax savings and income protection. The recruiting team can share more details during the hiring process specific to the role and location.
Arista Networks is an equal opportunity employer. Arista makes all hiring and employment-related decisions in a non-discriminatory manner without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or any other factor determined to be unlawful under applicable federal, state, or law law. All your information will be kept confidential according to EEO guidelines.