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
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- 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