Does anyone work for a company that has a highly customized NetSuite environment? Has anyone seen a company have a Netsuite dept where there is a liason that is dedicated to one or two other departments and their functionality? Looking for ideas on how to structure a Netsuite support dept when it seems like each dept will need a dedicated support professional that understand their needs and customizations.

I’ve seen a few different variations of this. Most commonly I’ve seen a SME or super user in each department/area that understands and trains how that dept uses NetSuite Then a team of general support people that fix system errors, login help, basic customizations and advanced reporting. For how to questions those go to the SME For errors and “it’s broken” questions it’s the help desk Something like that

One account I have worked / currently working has this. For each department multiple sub departments are created. Along side department head, dedicated department heads and department spocs are assigned.. Usually will be seeing such things in a big service base company. Where the company in ERP side will be divided based on department. And CRM side (projects / customers) will be divided based on departments and verticals (class).. For them there is no specific support person for each department. If you by support mean IT services / help desk. Support will have its own sub department among the digital office/ digital systems ( internal department ) catering to the employees of the company and their needs. Assigning one support person to each department becomes tricky as in case of them being absent it could cause back up/ dependency issues. It's better if you dedicate a team of individuals that cater to all the support related things for all the departments.

Good suggestions here but for 'highly' customized there are a number of layers to manage in this - having something like the strongpoint bundles for tracking changes etc. becomes key in my experience.