Lead Functional Consultant - Admin Services

Job description

• 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. • Should be well versed with use of AI products • Role may involve travel to customer locations • 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.