Lead Functional Consultant - Admin Services

Icertis is the global leader in AI-powered contract intelligence. The Icertis platform revolutionizes contract management, equipping customers with powerful insights and automation to grow revenue, control costs, mitigate risk, and ensure compliance - the pillars of business success. Today, more than one third of the Fortune 100 trust Icertis to realize the full intent of millions of commercial agreements in 90+ countries.

Responsibilities

• 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

Qualifications

• 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.