Solution Success Manager

Pay Range: $110,000 - $130,000, with bonus options

Posted: 05/20/2026

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 Net Suite and Crafted ERP expertise to understand each customer's business, assess their evolving needs, and guide them toward solutions and strategies that deliver the most value from their investment.

The SSM is the conductor of the engagement — orchestrating the work of Net Suite 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 optimization 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.

• Serve as the trusted Net Suite 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 alternative 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 Net Suite capabilities and drive adoption of underutilized 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 utilizing 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 prioritization across assigned accounts to balance delivery quality with utilization targets
• Lead and coordinate the work of Net Suite 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 Net Suite best practices and align with Crafted ERP standards
• Provide clients with regular status updates, ensuring transparency about progress, risks, and upcoming milestones
• Manage service‑related escalations, identify red flags early, and drive resolution through internal teams
• Surface signals to the AM team, including under utilization, emerging business needs, and opportunities that may warrant expanded engagements or new projects
• Monitor services engagement health through utilization rates, backlog depth, and velocity, and delivered work throughput
• Provide delivery context to inform AM‑led contract renewals, expansion conversations, and customer health assessments

• 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
• Bri…