Fico Functional Consultant

Role & responsibilities

• Extend support to sales team during pre-sales process or product demonstrations, as and when required.
• Understand the client background and project scope, create project plan with important milestones, formalize the team, and align resources post interaction with key internal and external stakeholders.
• Understand customer expectations as well as share WFXs requirements from key client stakeholders during the initial phase of the project.
• Execute ERP implementations as per WFX implementation guidelines and processes.
• Capture customer requirements, analyze As-Is and To-Be business processes, identify gaps between the client requirements and existing software solution, document any BI reporting specifications, etc. for a new client.
• Engage with existing customers to understand and collate their requirements in consultation with Account Manager.
• Create specifications for any changes required by respective customers in consultation with Account Manager. Also ensure closure of respective requirement specifications in collaboration with the technical team.
• Address complex customer queries/questions while showcasing To-Be business processes proposed for implementation using test server and real customer data, to key client stakeholders in order to ensure alignment with customer expectations.
• Monitor progress of various project phases with the internal team as well as client representatives, and provide regular project status updates to key internal and external stakeholders.
• Contribute towards prioritizing and defining the development roadmap with details of all customer requirements to be delivered in the upcoming delivery cycle.
• Lead the team to provide customer training or implement go-live and support phase of the implementation project.
• Monitor status of new developments or resolution of technical issues reported by clients to ensure everything is on track and they are well informed regarding any changes in delivery schedule.
• Contribute during Implementation Review by performing end user testing for new developments or bug fixes.
• Periodically connect with respective existing customers to understand their concerns, ensure customer satisfaction, and share updates regarding new features with the objective to upsell.
• Spot opportunities to cross-sell and up-sell various products and services to the customer and assist Account Manager or take his/her support, as and when needed.
• Manage and resolve any escalations from clients in partnership with the technical team, wherever required.
• Lead and mentor the team to create BI reports required by clients as well as pitch in whenever required.
• Prepare and closely monitor the payment tracker, ensure timely customer invoicing for various milestones, as well as follow up with customers for invoice payments or license renewals.
• Mentor new hires/subordinates, monitor team performance, and provide regular feedback.
• Document and continually update module wise Help Manual/ Release Notes of the WFX ERP product based on specific variations for the respective client.
• Maintain P&L of the customer and monitor unit economics at each customer level.

Preferred candidate profile

• Excellent knowledge of the fashion/apparel industry is preferred.
• Practical knowledge of end to end implementation of enterprise systems.
• Collaborative approach with ability to mentor and coach subordinates.
• Ability to effectively resolve conflicts to mitigate disruptive interpersonal issues.
• Very high customer orientation and strong customer relationship management skills.
• Great listening, influencing and consulting skills to understand and manage client expectations.
• Solution oriented mindset with high accountability and reliability to be able to solve customer problems.
• Strong written and verbal communication skills with eagerness to learn new skills.
• Ability to manage pressure effectively and deliver quality output within project timeline.

Perks and benefits