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Position Description:

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The Client Lead will serve as the primary point of contact for assigned clients, responsible for building strong relationships, ensuring service delivery excellence, and acting as a trusted advisor between the client and internal CGI teams. The role requires a blend of client relationship management, business understanding, and problem solving skills to ensure client satisfaction, retention, and long term growth.

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The Client

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Lead will manage governance, handle escalations, and ensure alignment between client expectations and delivery outcomes, primarily supporting US based clients with enterprise ERP environments. Your future duties and responsibilities:

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Responsibilities

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- Act as the single point of contact and trusted partner for assigned clients.
- Build and maintain robust, long term client relationships by understanding business goals and challenges.
- Host and manage regular service review and governance calls, providing status updates, risk visibility, and resolution timelines.
- Collaborate with delivery, operations, product, and technical teams to ensure timely and high quality service delivery.
- Track client satisfaction, proactively identify concerns, and drive issue resolution.
- Appropriately prioritize and escalate client issues based on urgency and business impact.
- Serve as an escalation manager on a rotation basis for critical or urgent issues, including phone support when required.
- Ensure SLA adherence, contract compliance, and proactive risk mitigation.
- Manage multiple client engagements simultaneously and prioritize effectively.
- Represent the client’s voice internally and provide feedback to improve services and processes.
- Support US based clients with flexible overlap across time zones.




- Contribute to continuous service improvement and operational excellence.

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Required qualifications to be successful in this role:

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Must-Have Skills:

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- Strong experience in client management, account servicing, or client facing delivery roles.
- Hands on experience working with ERP systems and understanding core modules (Finance, Procurement, HR, etc.).
- Excellent stakeholder management skills, including interaction with senior leadership and client executives.
- Strong problem solving and analytical skills with the ability to drive resolution.
- Ability to understand and explain technical concepts to non technical stakeholders.
- Experience handling escalations, governance calls, and service reviews.
- Strong verbal and written communication skills.
- Ability to manage multiple priorities in a fast paced, client driven environment.

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Good-to-Have Skills

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- Prior experience as an Escalation Manager or Governance Lead.
- Familiarity with cloud based ERP platforms.
- Exposure to multi tower enterprise engagements (applications, infrastructure, cloud, data).
- Experience preparing governance decks, service reports, and executive presentations.
- Knowledge of ITIL or service management frameworks.
- Understanding of ticketing systems such as Jira.
- MBA or relevant ERP certifications (SAP, Oracle, Microsoft Dynamics, etc.).

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CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodation for people with disabilities in accordance with provincial legislation. Please let us know if you require reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

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Skills:

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- Analytical Thinking
- Client Management
- Oracle

Apply on Kit Job: kitjob.in/job/4blpb6

📌 Client Lead- Associate Consultant/Lead Analyst (Chennai)
🏢 CGI
📍 Chennai