Customer Success Senior Consultant

Impact Analytics TM Series D Funded delivers AI-native SaaS solutions and consulting services that help companies maximize profitability and customer satisfaction through deeper data insights and predictive analytics With a fully integrated end-to-end platform for planning forecasting merchandising pricing and promotions Impact Analytics empowers companies to make smarter decisions based on real-time insights rather than relying on last year s inputs to forecast and plan this year s business Powered by over one million machine learning models Impact Analytics has been leading AI innovation for a decade setting new benchmarks in forecasting planning and operational excellence across the retail grocery manufacturing and CPG sectors In 2025 Impact Analytics is at the forefront of the Agentic AI revolution delivering autonomous solutions that enable businesses to adapt in real time optimize operations and drive profitability without manual intervention Here s a link to our website The Impact you will be making Customer Success Senior Consultant is the functional powerhouse for post-go-live accounts in Retail Planning Demand Planning Replenishment Distribution Requirements Planning DRP and Inventory Management You own functional issue resolution change request delivery ticket triage SLA adherence and mentorship of junior consultants You are the bridge between planners and Impact Analytics Agentic AI engine-ensuring solution uptime usability and continuous improvement What this role entail Functional Ownership Issue Resolution Serve as owner for functional tickets configuration workflow data accuracy Diagnose and resolve post-go-live defects in Demand Replenishment DRP and Inventory modules within SLA Validate end-to-end workflows for demand replenishment planning solutions Change Request Enhancement Delivery Lead CR scoping estimation and configuration Deliver platform patches hotfixes and minor upgrades with zero downtime impact Author functional specs for post go-live enhancements Customer Communication SLA Management Own daily weekly ticket updates to customer planners and IT teams Host functional deep-dive sessions during QBR prep root-cause resolution path prevention Maintain SLAs for system availability and incidents Team Leadership Knowledge Transfer o Mentor Customer Success Consultants on best practices debugging and AI-agent tuning Build and maintain knowledge repository KB articles runbooks regression test packs o Drive internal process improvements based on recurring ticket patterns What lands you in this role 8-12 years in post-go-live support functional consulting for supply chain SaaS Blue Yonder o9 Kinaxis Anaplan SAP IBP etc Hands-on expertise in Demand Planning Replenishment DRP and Inventory Optimization workflows Proven ability to configure and debug planning engines SQL MDX data pipelines simulation Track record of resolving 500 functional tickets with 95 CSAT Experience leading change requests end-to-end Scope Config UAT Deploy Exposure to Agentic AI autonomous planning agents o9 Kinaxis Blue Yonder etc o Certification in APICS CSCP o9 Kinaxis Blue Yonder planning products o Basic scripting Python R for ad-hoc analytics Customer-first communicator - clear concise proactive Mentorship mindset - patient teacher process evangelist o Thrives in high-volume high-visibility support environments Some of our accolades include Ranked as one of America s Fastest-Growing Companies by Financial Times for five consecutive years 2020-2024 Ranked as one of America s Fastest-Growing Private Companies by Inc 5000 for seven consecutive years 2018-2024 Voted 1 by more than 300 retailers worldwide in the RIS Software LeaderBoard 2024 report Ranked 72 in America s Most Innovative Companies list in 2023-by Fortune-alongside companies like Microsoft Tesla Apple IBM etc Forged a strategic partnership with Google to equip retailers with cutting-edge generative AI tools Recognized in multiple Gartner reports including Market Guides and Hype Cycle spanning assortments merchandising forecasting algorithmic retailing and Unified Price Promotion and Markdown Optimization Applications Economic Times News about our funding can be accessed here