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.

Who we a re: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners, and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination.

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The IROS services team is a specialized team within Icertis, for providing short implementation and/or configuration enhancement services to Icertis ICI customers. The team is responsible for delivering support services beyond L3 support which involves functional solutions and configurations on the ICI platform.

• 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.

• 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