Job Description

Job Description

As a Lead Functional Consultant, you will play a vital role in delivering exceptional customer support and driving the success of our products. Your expertise and leadership will be instrumental in resolving complex customer issues and ensuring a seamless support experience.

With your strong database knowledge and customer-centric approach, you will be a key contributor to our team's success.

Responsibilities

- Lead and mentor a team of functional consultants, providing guidance and support to ensure high-quality customer support.
- Handle complex customer issues and provide timely, accurate, and effective solutions.
- Collaborate with cross-functional teams to gather requirements, understand customer needs, and propose innovative solutions.
- Document and maintain knowledge base articles, ensuring accurate and up-to-date information for internal and external use.
- Conduct training sessions and knowledge-sharing initiatives to enhance the skills of the support team.
- Monitor and analyze customer feedback, identifying trends and areas for improvement.
- Work closely with product management and development teams to prioritize and implement product enhancements.
- Ensure compliance with company policies, procedures, and quality standards.
- Stay updated with industry trends, best practices, and emerging technologies to enhance support strategies.

Qualifications

- 5–8 years of experience in a customer-facing role, preferably in functional consulting and troubleshooting.
- 4+ years of hands-on experience with SQL Server and relational databases.




- Proficient with ticketing and support tools like Service Now, Zendesk, Service Cloud etc.
- Familiarity with SaaS environments and cloud-hosted application management.
- Experienced in creating, maintaining, and updating Knowledge Base articles.
- Ability to follow, interpret, and execute Standard Operating Procedures (SOPs).
- Strong understanding of support metrics, including SLAs, MTTR, and TSAT.
- Skilled in prioritizing tickets (Critical to Low) based on business impact and urgency.
- Proven ability to independently manage and resolve customer escalations.
- Exceptional communication, interpersonal, and relationship-building skills.
- Excellent problem-solving and analytical skills, with the ability to think critically and provide innovative solutions.
- Proven leadership and mentoring skills, with the ability to guide and motivate a team.
- Willingness to work in rotational US shifts and adapt to a hybrid work model.
- Bachelor's degree in computer science, Information Technology, or a related field.
- ITIL Foundation Certification (Valuable to have)

About Us

Icertis is the global leader in AI-powered contract intelligence. The Icertis platform revolutionizes contract management,



equipping customers with powerful insights and automation to grow revenue, control costs, mitigate risk, and ensure compliance - the pillars of business success.

Today, more than one third of the Fortune 100 trust Icertis to realize the full intent of millions of commercial agreements in 90+ countries.

About The Team

Who we a re: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners, and stakeholders.

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. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.

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.

📌 Senior Functional Consultant, Customer Support (Pune)
🏢 Icertis
📍 Pune