Lead Functional Consultant, Customer Support (Func)

Job Description

• Understand how the ICM product works and how it is used by customers.
• Work closely with customers to answer questions about the features and capabilities of our product.
• Specialize in resolving issues pertaining to customer specific configuration and third-party integration.
• Interact with customers on/off-site to troubleshoot issues, provide workarounds by leveraging your troubleshooting skills.
• Develop knowledge base articles to reduce troubleshooting time and drive faster issue resolution.
• Provide technical expertise, guidance, mentorship to team members. Participate in hiring processes.
• Follow and contribute to defined CRM processes to manage customer requests efficiently.
• Participate in org project to improve product supportability, Conducting Training and Upskilling the team.
• Requires collaboration with cross-functional teams.
• The role may involve travel to customer locations.

• 8+ year's previous experience in an Application Support role.
• Excellent troubleshooting skills with expertise in SQL, stored procedures, and networking knowledge.
• Knowledge of Windows Azure and Cloud Computing will be an added advantage.
• Deep understanding of customer support processes and CRM tools. Ability to follow defined processes.
• Outstanding written and verbal communication skills, presentation skills.
• Ability to coordinate, follow up, follow through and drive issues to closure proactively.
• Ability to be a good listener, and to understand customer issues. Ability to provide innovative workarounds or design a solution to fix a customer's problem.
• Willingness to work in shifts and travel on demand.
• Proven track record in solving problems from a technical and business perspective.
• Knowledge of contract management systems or workflow systems is a strong plus.

About Us

Today, the world's most iconic brands and disruptive innovators trust Icertis to fully realize the intent of their combined 10 million contracts worth more than $1 trillion, in 40+ languages and 93 countries.

About The Team

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.

Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to [Confidential Information] or get in touch with your recruiter.