Client Lead Role7-12 Years

Position Description:

Position: Client Lead Role
Experience: 7 to 10 years
Category: Software Development/ Engineering
Location: Bangalore
Position ID: J
Employment Type: Permanent

Your future duties and responsibilities:

Client Lead should host regularly scheduled Service Review meetings to provide status progress updates and resolution timelines on all the open issues may it be application and/or operations for US based clients. Need to make certain to appropriately prioritize and escalate client issues based on their business needs and be a channel between the client and the CGI teams. Should make sure there are no servicerelated escalations or complaints from the client. Client Lead is also expected to be an Escalation Manager on a rotation basis to address and help the client on any critical/urgent issue and would be available on phone support. Should be able to handle multiple clients and prioritize based on urgency and impact. Should be flexible to overlap and work to support multiple time zone US based clients.
Requirements:
1. Educational Background
Bachelors degree in Information Technology Computer Science Business Administration or a related field.
Relevant certifications in ERP systems (e.g. SAP Oracle Microsoft Dynamics) are a plus.

2. Experience
Experience in customer support or a similar clientfacing role (typically 15 years).
Familiarity with at least one ERP system (e.g. SAP Oracle NetSuite Microsoft Dynamics).
Handson experience in troubleshooting and resolving ERPrelated issues.

3. Technical Skills
Proficiency in using ERP software and understanding of its core modules (finance HR inventory procurement etc..
Strong problemsolving and troubleshooting abilities.
Ability to understand and explain technical concepts to nontechnical users.
Database knowledge (e.g. SQL) for issue diagnosis.
Familiarity with cloudbased ERP platforms is increasingly important.

4. Communication Skills
Excellent verbal and written communication skills to interact with clients effectively.
Ability to explain complex issues in a clear and concise manner.
Active listening skills to understand client needs and respond appropriately.
Strong customer service skills with a focus on building relationships and client satisfaction.


5. Analytical and ProblemSolving Skills
Ability to analyze user issues and identify root causes.
Strong troubleshooting skills to provide quick and effective resolutions.
Aptitude for understanding complex business processes and how ERP systems support them.

6. Time Management and Multitasking
Ability to handle multiple client cases and prioritize based on urgency and impact.
Organizational skills to track support tickets and follow up on pending issues.


7. Patience and Empathy
Ability to remain calm and empathetic when dealing with frustrated or upset clients.
Focus on providing a positive experience for users while resolving their issues.

8. Adaptability and Learning Ability
Willingness to stay updated on new ERP features updates and technologies.
Ability to adapt to changes in the ERP system business processes or client requirements.
Continuous learning mindset to enhance both technical and interpersonal skills.

9. Teamwork and Collaboration
Ability to work effectively in a team collaborating with technical experts consultants and developers.
Comfortable in a crossfunctional environment ensuring clients needs are met by coordinating with different departments.

10. Documentation and Reporting Skills
Ability to maintain clear and detailed documentation of client issues resolutions and any followup actions.
Proficiency in ticketing systems (e.g. Jira) for tracking client support requests.

Soft Skills
Strong interpersonal skills to maintain positive relationships with clients.
Ability to work under pressure and handle highstress situations effectively.
Attention to detail to ensure accurate data entry and issue resolution.

Required qualifications to be successful in this role:

Must to have skills

Experience in customer support or a similar clientfacing role (typically 15 years).
Familiarity with at least one ERP system (e.g. SAP Oracle NetSuite Microsoft Dynamics).
Handson experience in troubleshooting and resolving ERPrelated issues
Proficiency in using ERP software and understanding of its core modules (finance HR inventory
procurement etc..

Skills:

• Analytical Thinking
• Client Management
• Data Analysis

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and wellbeing and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our teamone of the largest IT and business consulting services firms in the world.