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Zendesk Functional Consulting Manager

Concentrix CatalystMakati, Metro Manila, Philippines

22 days ago

Job description

Overview

The Lead Functional Consultant or Functional Consulting Manager oversees the performance and output of a team of Functional Consultants. They provide guidance, ensure alignment with best practices, manage escalations, and act as the primary point of contact for large-scale or complex implementations. This role also involves strategic input in solution design and ensuring successful project outcomes.

Responsibilities

Client Engagement - Collaborate with clients to identify their needs and translate them into functional solutions that drive value and efficiency.
Solution Design - Develop tailored configurations, workflows, and processes that align with business goals.
Implementation Oversight - Lead the end-to-end implementation process, from discovery to deployment, ensuring successful outcomes.
Collaboration - Act as the primary liaison between business stakeholders, project managers, and technical teams.
Post-Implementation Support - Provide training, documentation, and support to ensure the seamless adoption of delivered solutions.
Lead the functional consulting team, providing mentorship and performance management.
Oversee project timelines, budgets, and resource allocation.
Identify and mitigate project risks and issues proactively.
Conduct regular project status meetings and communicate progress to stakeholders.
Collaborate with delivery heads and project managers to align resources and prioritize tasks. Act as the escalation point for complex project challenges or client issues.
Drive process improvement initiatives and ensure adherence to global best practices.
Implementation & Configuration - Lead or contribute to the implementation of software solutions, including configuration, data migration, and integration with other systems.
Perform system testing, including unit testing, integration testing, and user acceptance testing.
Provide hands-on training and support to end-users on the implemented solutions.
Troubleshoot and resolve system issues during implementation and post-go-live.
Solution Design - Actively participate in pre-sales activities, including solution demonstrations, presentations, and proposal development.
Gather and analyze client business requirements through workshops, interviews, and document reviews.
Design and document detailed functional specifications and system configurations.
Translate client business needs into effective and efficient solutions using our software platform.
Project Management & Delivery - Contribute to project planning, scheduling, and budgeting.
Monitor project progress, identify and mitigate risks, and ensure timely delivery of projects.
Effectively communicate project status and any potential issues to project stakeholders.
Client Relationship Management - Build and maintain strong relationships with clients, acting as a trusted advisor.
Proactively identify and address client needs and concerns.
Ensure client satisfaction throughout the project lifecycle.
Stay abreast of industry trends and best practices in business process management and software implementation.
Share knowledge and best practices with the team through internal training sessions and documentation.
Contribute to the continuous improvement of our software solutions and delivery processes.

Qualifications

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

5+ years of experience as a Functional Consultant or in a similar role.

Proven experience in implementing and supporting enterprise software solutions (e.g., ERP, CRM, HCM).

Strong understanding of business processes and best practices in various industries.

Excellent analytical and problem-solving skills.

Strong communication and interpersonal skills, both written and verbal.

Ability to work independently and as part of a team.

Strong project management and organizational skills.

Experience with Agile development methodologies is a plus.

Experience with specific industry-standard certifications (e.g., Oracle, SAP, Salesforce) is highly valued.

Leadership : Ability to lead and inspire a diverse team of project managers toward achieving organizational goals.

Analytical Thinking : Strong ability to assess project data, identify risks, and implement effective solutions.

Adaptability : Proven capacity to handle fast-paced, evolving environments with multiple projects and shifting priorities.

Collaboration : Strong interpersonal skills for effective cross-functional and client-facing interactions.

Continuous Learning : Enthusiasm for staying updated with the latest technologies, trends, and best practices in the field.

Details

Seniority level : Mid-Senior level

Employment type : Full-time

Job function : Management

Industries : IT Services and IT Consulting and Telephone Call Centers

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Manager • Makati, Metro Manila, Philippines