iTravel — Centre of Excellence (CoE) for Solution Consulting
Job Description: Solution Consultant - CSO
Reports To: Head – CoE, Solution Consulting (TnC)– iTravel
Function: Customer Success
Organization Name : TnC
Job Grade : F1/F2/F3
Locations : India
Posting Visibility : Internal and External
Job Shift : Day
Full Time or Part Time : Full time
Travel Required : Yes
Project : iTravel
Work Location : Trivandrum, Cochin
Role Overview
The Product Implementation Specialist will be part of a growing implementation team supporting the end-to-end rollout of iTravel's product for customers across sales, operations, revenue management, and accounting functions. The role combines functional/domain expertise, hands-on configuration, and strong customer-facing skills to ensure smooth onboarding, successful UAT, and stable go-live, while working closely with Product Management and Engineering to feed customer insights back into the roadmap.
Key Responsibilities
Customer Engagement & Requirements
- Engage with customers to understand business processes, operational pain points, and strategic objectives across areas such as sales, operations, revenue management, and accounting.
- Conduct product demonstrations, workshops, and gap-fit analyses; map customer requirements to product functionality and distinguish configuration needs from customization needs.
- Prepare functional specifications, business process documents, training material, and other customer-facing collateral, following standard requirement-artifact practices.
Implementation & Configuration
- Act as the functional/domain lead during implementations, covering requirement validation, solution design reviews, UAT support, cutover readiness, and post-go-live stabilization.
- Set up and configure testing environments in line with customer requirements and product best practices.
- Collaborate with developers, architects, and infrastructure teams to identify and resolve performance issues.
- Document test strategies, execution plans, and results.
Pre-UAT, UAT, Production Support & Issue Resolution
- Ensure UAT and production issues are addressed within agreed service levels.
- Interface with Subject Matter Experts (SMEs) to ensure issues are resolved promptly.
- Apply strong troubleshooting, analytical, and root-cause-analysis skills to diagnose and resolve customer-reported issues.
- Be flexible to work across milestones, customer commitments, and support shifts as required.
Product & Roadmap Collaboration
- Work with Product Management and Engineering teams to channel customer feedback, define enhancement requests, and contribute valuable inputs to roadmap development.
Stakeholder Management
- Act as a strong customer-facing point of contact with excellent stakeholder-management skills.
- Demonstrate good listening skills, empathy, and a service-oriented mindset.
- Work independently as well as collaboratively within a team environment.
Required Skills & Qualifications
- Excellent documentation skills, with experience in standard requirement artifacts.
- Fluent in English, with the ability to interact directly with customers.
- Strong presentation, verbal, and written communication skills.
- Strong troubleshooting, analytical, and root-cause-analysis skills.
- Basic understanding of AI concepts and prompt engineering.
- Strong attention to detail and a proactive approach to problem-solving.
- Solid understanding of technology and technical concepts.
- Ability to collaborate effectively with internal and external stakeholders.
Preferred Skills
- Experience in Tour Management.
- Experience with Airline or Cruise Line Reservation Systems.
- Experience in Finance & Accounting.
