Lead Functional Consultant, Customer Support

Role Overview: You will be responsible for understanding how the ICI product works and how it is used by customers. Your role will involve working closely with the customers (Global Customer Base) to answer questions about features and capabilities of the product. Additionally, you will interact with customers on/off-site to work on new product enhancements and configuration changes, implementing new changes using functional skills on customer environments. Providing consultation on product features, reviewing customer implementation, and enhancing the customer system for a better user experience will also be part of your responsibilities. You will be expected to develop knowledgebase articles/training materials for both customers and internal staff to help them become self-sufficient. Furthermore, you will provide technical & functional expertise, guidance, and mentorship to team members, as well as follow and contribute to defined CRM processes to manage customer requests efficiently. Please note that the role may involve travel to customer locations. Key Responsibilities: - Understand how the ICI product works and how it is used by customers - Work closely with customers (Global Customer Base) to answer questions about features and capabilities of the 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 customers and internal staff - Provide technical & functional expertise, guidance, and mentorship to team members - Follow and contribute to defined CRM processes to manage customer requests efficiently Qualifications: - 8+ years of 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 understand customer requirements - Ability to provide innovative workarounds or design a solution to fix customers" requirements (Note: The additional details about the company have been omitted as they were not structured as a separate section in the job description.),