Job Description

• The Lead Functional Consultant or Functional Consulting Manager oversees the performance and output of a team of Functional Consultants. They provide guidance, ensure alignment with best practices, manage escalations, and act as the primary point of contact for large-scale or complex implementations. This role also involves strategic input in solution design and ensuring successful project outcomes.

Job Scope

• Client Engagement - Collaborate with clients to identify their needs and translate them into functional solutions that drive value and efficiency.
• Solution Design - Develop tailored configurations, workflows, and processes that align with business goals.
• Implementation Oversight - Lead the end-to-end implementation process, from discovery to deployment, ensuring successful outcomes.
• Collaboration - Act as the primary liaison between business stakeholders, project managers, and technical teams.
• Post-Implementation Support - Provide training, documentation, and support to ensure the seamless adoption of delivered solutions.

Key Responsibilities:

·       Project Leadership

• • Lead and manage all aspects of Zendesk Implementation projects, including project planning, scoping, and execution.
  • Oversee project timelines, budgets, and resource allocation.
  • Identify and mitigate project risks and issues proactively.
  • Conduct regular project status meetings and communicate progress to stakeholders.

·       Lead Function

o   Oversee a team of Functional Consultants, providing mentorship and performance management.

o   Collaborate with delivery heads and project managers to align resources and prioritize tasks. Act as the escalation point for complex project challenges or client issues.

o   Drive process improvement initiatives and ensure adherence to global best practices.

• Implementation & Configuration
  • Lead or contribute to the implementation of software solutions, including configuration, data migration, and integration with other systems.
  • Perform system testing, including unit testing, integration testing, and user acceptance testing.
  • Provide hands-on training and support to end-users on the implemented solutions.
  • Troubleshoot and resolve system issues during implementation and post-go-live.
• Solution Design
  • Actively participate in pre-sales activities, including solution demonstrations, presentations, and proposal development.
  • Gather and analyze client business requirements through workshops, interviews, and document reviews.
  • Design and document detailed functional specifications and system configurations.
  • Translate client business needs into effective and efficient solutions using our software platform.
• Project Management & Delivery
  • Contribute to project planning, scheduling, and budgeting.
  • Monitor project progress, identify and mitigate risks, and ensure timely delivery of projects.
  • Effectively communicate project status and any potential issues to project stakeholders.
• Client Relationship Management
  • Build and maintain strong relationships with clients, acting as a trusted advisor.
  • Proactively identify and address client needs and concerns.
  • Ensure client satisfaction throughout the project lifecycle.

• Knowledge Management & Continuous Improvement:
  • Stay abreast of industry trends and best practices in business process management and software implementation.
  • Share knowledge and best practices with the team through internal training sessions and documentation.
  • Contribute to the continuous improvement of our software solutions and delivery processes.

Required Skills & Experience:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 5+ years of experience as a Functional Consultant or in a similar role.
• Proven experience in implementing and supporting enterprise software solutions (e.g., ERP, CRM, HCM).
• Strong understanding of business processes and best practices in various industries.
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills, both written and verbal.
• Ability to work independently and as part of a team.
• Strong project management and organizational skills.
• Experience with Agile development methodologies is a plus.
• Experience with specific industry-standard certifications (e.g., Oracle, SAP, Salesforce) is highly valued.

Key Performance Indicators (KPIs):

• Client satisfaction scores
• Project delivery success rate
• On-time and on-budget project completion
• Utilization rate