BriefCase
BriefCase

Lead Functional Consultant - Customer Success Job in Icertis

Lead Functional Consultant - Customer Success

Icertis 4+ weeks ago
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Job Summary

Qualification

    • 7+ years previous experience in an Application Support role.
    • Willingness to work in shifts and travel on demand.
    • Must have strong knowledge of the architecture/functions/workflows of ICM or any contract lifecycle management (CLM) system, added advantage if you are good with procurement and sourcing too.
    • Strong analytical and logical reasoning skills are must.
    • Excellent troubleshooting skills with expertise in SQL, stored procedures and networking knowledge.
    • Knowledge of Windows Azure and Cloud Computing will be an added advantage.
    • Deep understanding of customer support processes and CRM tools. Ability to follow defined processes.
    • Outstanding written and verbal communication skills, presentation skills and experience presenting.
    • Ability to coordinate, follow up, follow through and drive issues to closure proactively
    • Ability to be a good listener, and to understand customer issues. Ability to provide innovative workarounds or design a solution to fix a customers problem.
    • Proven track record in solving problems from a technical and business perspective.
    • Knowledge of contract management systems or workflow systems is a strong plus.
    • Education: Science or Engineering graduate.

Roles & Responsibilities

    • Understand how the ICM product works and how it is used by customers.
    • Work closely with customers to answer questions about the features and capabilities of our product.
    • Interact with customers on/off-site to troubleshoot issues, provide workarounds by leveraging your troubleshooting skills.
    • Develop knowledge base articles for both customer and internal team to reduce troubleshooting time and drive faster issue resolution.
    • Provide technical expertise, guidance, mentorship to team members. Participate in hiring processes.
    • Follow and contribute to defined CRM processes to manage customer requests efficiently
    • Requires collaboration with cross-functional teams.
    • The role may involve travel to customer locations.
Experience Required :

Fresher

Vacancy :

2 - 4 Hires

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