Consulting Solution Lead

About the job

Job Description The Client Manager for our Customer Health team ensures that AI-generated customer metrics for all customers meet the same high standard as those crafted by a seasoned client manager—delivering decision-grade quality, not generic output.

Your domain expertise must come from firsthand experience owning interventions with complex customers: identifying risks, managing escalations, developing recovery plans, and writing executive-ready summaries that drive internal alignment and action. If you’ve advised Customer executives on mitigating organizational risk, or walked a customer back from the brink, or single handedly rallied an internal VP to take action for a Customer, this role is for you.

You will validate that AI-generated insights meet the rigor required by senior decision-makers through a combination of real-world customer engagement and structured QA reviews.

By staying close to actual customers, through targeted account involvement, sampling AI outputs, and overseeing calibration cycles with AI/ML teams; you’ll ensure that AI-driven health insights are grounded in real customer behavior and deliver truly actionable recommendations, not just pattern recognition.

Responsibilities Customer Engagement (40%)

• Engage with Customers to stay sharp and translate real-world lessons into improvements and test the robustness of AI-generated insights against real-world complexity.
• Partner with internal teams (CSMs, ACS, PS, AMO) in Customer engagement to surface patterns and evaluate remediation and outcomes from the customer’s perspective.
• To improve quality and reliability of statuses, summaries and tagging assess Customer interactions, risks, remediation plans, and executive narratives in live settings.

QA and Calibration (60%)

• According to sample plan, investigate raw data and review AI-generated health statuses, executive summaries, and problem tags for accuracy, tone, and decision-readiness.
• Investigate outputs and corresponding raw data flagged by frontline teams as incorrect, unclear, or low value.
• Own reviews of QA sampling plans and scorecard; document errors, logic breakdowns and root causes over time in trackers to guide model corrections and track improvement progress.
• Collect observations in monthly report to inform cross-functional partners and leaders.
• Collaborate with raw data process owners and AI/ML teams on monitoring model drift, tag misuse, or shifts in customer behavior patterns to drive model corrections and retraining.
• Refine health tagging guidance to accurately capture evolving customer use case signals.
• Drive internal alignment on what “good” looks like for AI model outputs, ensuring consistent standards that improve decision-making quality and time to value.

Preferred Qualifications include:

• 10+ years in customer-facing roles managing strategic accounts, escalations, or risk remediation at NetSuite.
• Deep experience identifying account risk, crafting remediation plans, leveraging direct and indirect influencing strategies to coordinate mitigation and communicating to execs.
• Strong judgment in distinguishing meaningful risk from noise—especially in ambiguous or politically sensitive situations.
• Strong concise and decision-oriented documentation skills. Able to rapidly write, revise and structure QA findings, Customer trends, and calibration guidance for cross functional leadership consumption.
• Significant experience with navigating CS, AMO, Support, Product, and Ops processes in order to differentiate critical nuance that can shift outputs from generic to decision-grade.