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Lead Consultant
7 months ago
Description
Single point of contact for our customers and the Brand Ambassadors of Manhattan Associates who are responsible for continued Customer Success. Provide support on market-leading supply chain solutions offered by Manhattan Associates and help customers achieve their business goals Additionally responsible for providing new design solution for customer specific business requirements like enhancements, new functionality implementation, etc., Design activities include gathering the requirements, providing configuration, process recommendations and functional design document to the customer to arrive at an efficient business solution. Support activities include working with customer on our application issue, troubleshoot and provide feasible workarounds and conclusive root cause analysis. Contribute towards building and improving customer flow and domain/business knowledge base. Work with technical team in developing new design solutions and permanent fix for our application issues. Testing responsibility including regression test scenarios to validate critical customer workflows to ensure all critical aspects of the implementation are working as expected along with successful delivery and deployment of our solution in customer production including post deployment support. Be a customer advocate and provide best practices, suggestions to customer business problems to alleviate DC operational bottlenecks. Act as a Subject Matter Expert in core/complex WM/OM concepts and provide functional guidance to other consultants as needed Ability to handle production outages and peak season support. Provide immediate workarounds on critical incidents to reduce business impact within prescribed SLA. Demonstrate quick thinking, analytical skills and problem solving to provide faster [sometimes out of the box] solutions to our customer business problems and help increase the ROI. Should be able to independently support high complexity customers and/or lead complex projects. May need to augment customer's level 2 support team to provide effective solution as part of Manhattan Premier Support program. Should be able to work across various products/versions offered by Manhattan Associates in the same segment as per the need. Collaborate efficiently with internal teams within Manhattan Associates to ensure the customer requests are handled with appropriate priority along with providing the needed business context. Customer management - Take ownership of periodic meetings with the customers to discuss various topics. Anticipate customer mood based on the direct interactions and help provide inputs to Manhattan Associates management. Provide training to newer members of the consulting team. Should be able to mentor/coach the new members of the team. Prioritize issues and projects for customer service project team
Position (Minimum) Requirements :
Bachelor’s or foreign equivalent degree in engineering, science or related technical field. Minimum 6 years of experience in supporting or implementing any supply chain packaged application software such as Distribution/Warehouse Management, Order Management, Labor Management, Transportation Management. Minimum 2 years of exposure to Cloud Software troubleshooting methods including [but not limited to] exposure to Postman, Kibana, Grafana etc. Minimum 4 years of experience with database troubleshooting using Oracle SQL or exposure to any related relational database. Minimum 2 years of exposure to UNIX/LINUX. Should know basic commands. Strong analytical and problem-solving skills. Excellent interpersonal and communication [written and oral] skills. Committed to diversity and inclusion At Manhattan, it’s about more than just the work. From cultural celebrations to interest groups to volunteeropportunities, your true self is always welcome here. Our team members’ backgrounds, experiences andperspectives add to us as a whole and make us unique.We are proudly an Equal Employment Opportunity Employer. All qualified applicants will receive consideration foremployment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin,disability, or status as a veteran. In the United States, Manhattan Associates participates in the EmploymentEligibility Verification Program (E-Verify) operated by the Department of Homeland Security in partnership with theSocial Security Administration. Participation in the E-Verify Program allows Manhattan to confirm the employmenteligibility of all newly hired employees after the Employment Eligibility Verification Form (Form I-9) has beencompleted.