Lead Functional Consultant (Implementation)

Icertis Inc.; Pune District; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Icertis Inc. is seeking an experienced Application Support/Functional Consultant to engage with a global customer base, understand product usage, and drive configuration changes and enhancements.

The role emphasizes strong customer communication, process following, and knowledge-sharing. The ideal candidate has 8+ years in a similar role, with experience in end-to-end implementations, and is comfortable with rotational shifts and travel to client sites.

Qualifications

• 8+ years of experience in an Application Support/Functional Consultant role.
• Completed one full/partial implementation cycle from discovery to delivery.
• Willingness to work in rotational shifts.
• Excellent communication and customer handling skills.
• Exposure to Windows Azure and Cloud Computing is a plus.
• Deep understanding of customer support processes and tools.

Responsibilities

• Understand how the ICI product works and how it is used by customers.
• Interact with our global customer base to answer questions about features.
• Provide consultation on product features and review customer implementations.
• Develop knowledgebase articles and training materials.
• Provide technical and functional guidance, mentorship to team members.
• Follow CRM processes to manage customer requests efficiently.
• Travel to customer locations as needed.

Skills

Communication skills

Customer handling

Mentorship

Team collaboration

Travel readiness

Tools

Windows Azure

Job description

Responsibilities

• Understand how the ICI product works and how it is used by customers.
• Work closely with the customers (Global Customer Base) to answer questions about features and capabilities of our product, Interact with customers on/off-site to work on new product enhancements and configuration changes, implement new changes by using functional skills on customer environments.
• Provide consultation on product features, review customer implementation and enhance the customer system for a better user experience.
• Develop knowledgebase articles/training materials for both customer and internal staff to help them to become self-sufficient.
• Provide technical & functional expertise, guidance, mentorship to team members.
• Follow and contribute to defined CRM processes to manage customer requests efficiently.
• Role may involve travel to customer locations.

Qualifications

• 8 + years previous experience in an Application Support/Functional Consultant role.
• Should have completed one full/partial implementation cycle on functional requirement from discovery to delivery of the requirement.
• Willingness to work in rotational shifts.
• Excellent communication and customer handling skills.
• Exposure to Windows Azure and Cloud Computing will be an added advantage.
• Deep understanding of customer support processes and tools. Ability to follow defined processes.
• The ability to coordinate, follow up, follow through and drive issues to closure proactively.
• The ability to be a good listener, and to understand customer requirements. Ability to provide innovative workarounds or design a solution to fix customers requirements.