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Customer Success Senior Consultant

Customer Success Senior Consultant

Impact Analytics

8 - 12 years

10 - 14 Lacs

bengaluru

Posted:2 hours ago| Platform:

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Skills Required

supply chain sap simulation debugging consulting workflow microsoft analytics sql python

Work Mode

Work from Office

Job Type

Full Time

Job Description

Customer Success Senior Consultant is the functional powerhouse for post-go-live accounts in Retail Planning, Demand Planning, Replenishment, Distribution Requirements Planning (DRP), and Inventory Management. You own functional issue resolution, change request delivery, ticket triage & SLA adherence, and mentorship of junior consultants. You are the bridge between planners and Impact Analytics Agentic AI engine ensuring solution uptime, usability, and continuous improvement.

What this role entail

Functional Ownership & Issue Resolution

Serve as owner for functional tickets (configuration, workflow, data accuracy)

Diagnose and resolve post-go-live defects in Demand, Replenishment, DRP, and Inventory modules within SLA

Validate end-to-end workflows for demand & replenishment planning solutions

Change Request & Enhancement Delivery

Lead CR scoping, estimation, and configuration

Deliver platform patches, hotfixes, and minor upgrades with zero downtime impact

Author functional specs for post go-live enhancements

Customer Communication & SLA Management

Own daily/weekly ticket updates to customer planners and IT teams

Host functional deep-dive sessions during QBR prep (root-cause, resolution path, prevention)

Maintain SLAs for system availability and incidents Team Leadership & Knowledge Transfer Mentor Customer Success Consultants on best practices, debugging, and AI-agent tuning

Build and maintain knowledge repository (KB articles, runbooks, regression test packs) Drive internal process improvements based on recurring ticket patterns

What lands you in this role

8 12 years in post-go-live support / functional consulting for supply chain SaaS (Blue Yonder, o9, Kinaxis, Anaplan, SAP IBP, etc.)

Hands-on expertise in Demand Planning, Replenishment, DRP, and Inventory Optimization workflows

Proven ability to configure and debug planning engines (SQL, MDX, data pipelines, simulation)

Track record of resolving 500+ functional tickets with > 95 % CSAT

Experience leading change requests end-to-end (Scope Config UAT Deploy)

Exposure to Agentic AI / autonomous planning agents (o9, Kinaxis, Blue Yonder, etc.) Certification in APICS CSCP, o9, Kinaxis, Blue Yonder planning products Basic scripting (Python, R) for ad-hoc analytics

Customer-first communicator clear, concise, proactive

Mentorship mindset patient teacher, process evangelist Thrives in high-volume, high-visibility support environments

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Customer Success Senior Consultant