Position: Client Lead Role
Experience: 7 to 10 years
Category: Software Development/ Engineering
Location: Bangalore
Position ID: J0125-0773
Employment Type: Permanent
Client Lead should host regularly scheduled Service Review meetings to provide status, progress updates and resolution timelines on all the open issues, may it be application and/or operations for US based clients. Need to make certain to appropriately prioritize and escalate client issues based on their business needs and be a channel between the client and the CGI teams. Should make sure there are no service-related escalations or complaints from the client. Client Lead is also expected to be an Escalation Manager on a rotation basis to address and help the client on any critical/urgent issue and would be available on phone support. Should be able to handle multiple clients and prioritize based on urgency and impact. Should be flexible to overlap and work to support multiple time zone US based clients.
Requirements:
1. Educational Background
• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
• Relevant certifications in ERP systems (e.g., SAP, Oracle, Microsoft Dynamics) are a plus.
2. Experience
• Experience in customer support or a similar client-facing role (typically 1-5 years).
• Familiarity with at least one ERP system (e.g., SAP, Oracle, NetSuite, Microsoft Dynamics).
• Hands-on experience in troubleshooting and resolving ERP-related issues.
3. Technical Skills
• Proficiency in using ERP software and understanding of its core modules (finance, HR, inventory, procurement, etc.).
• Strong problem-solving and troubleshooting abilities.
• Ability to understand and explain technical concepts to non-technical users.
• Database knowledge (e.g., SQL) for issue diagnosis.
• Familiarity with cloud-based ERP platforms is increasingly important.
4. Communication Skills
• Excellent verbal and written communication skills to interact with clients effectively.
• Ability to explain complex issues in a clear and concise manner.
• Active listening skills to understand client needs and respond appropriately.
• Strong customer service skills with a focus on building relationships and client satisfaction.
5. Analytical and Problem-Solving Skills
• Ability to analyze user issues and identify root causes.
• Strong troubleshooting skills to provide quick and effective resolutions.
• Aptitude for understanding complex business processes and how ERP systems support them.
6. Time Management and Multitasking
• Ability to handle multiple client cases and prioritize based on urgency and impact.
• Organizational skills to track support tickets and follow up on pending issues.
7. Patience and Empathy
• Ability to remain calm and empathetic when dealing with frustrated or upset clients.
• Focus on providing a positive experience for users while resolving their issues.
8. Adaptability and Learning Ability
• Willingness to stay updated on new ERP features, updates, and technologies.
• Ability to adapt to changes in the ERP system, business processes, or client requirements.
• Continuous learning mindset to enhance both technical and interpersonal skills.
9. Teamwork and Collaboration
• Ability to work effectively in a team, collaborating with technical experts, consultants, and developers.
• Comfortable in a cross-functional environment, ensuring clients' needs are met by coordinating with different departments.
10. Documentation and Reporting Skills
• Ability to maintain clear and detailed documentation of client issues, resolutions, and any follow-up actions.
• Proficiency in ticketing systems (e.g., Jira) for tracking client support requests.
Soft Skills
• Strong interpersonal skills to maintain positive relationships with clients.
• Ability to work under pressure and handle high-stress situations effectively.
• Attention to detail to ensure accurate data entry and issue resolution.
Must to have skills-
• Experience in customer support or a similar client-facing role (typically 1-5 years).
• Familiarity with at least one ERP system (e.g., SAP, Oracle, NetSuite, Microsoft Dynamics).
• Hands-on experience in troubleshooting and resolving ERP-related issues
Proficiency in using ERP software and understanding of its core modules (finance, HR, inventory,
procurement, etc.).
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