Supports end-to-end customer implementations of iTravel through requirements gathering, product demonstrations, solution design, configuration, UAT, go-live, production support, troubleshooting, and issue resolution. Creates functional specifications, process documents, training materials, and test plans. Collaborates with customers, SMEs, Product Management, Engineering, architects, and infrastructure teams while sharing customer feedback for roadmap development.
iTravel — Centre of Excellence (CoE) for Solution Consulting
Job Description: Solution Consultant - CSO
Reports To: Head – CoE, Solution Consulting (TnC)– iTravel
Function: Customer Success
Organization Name : TnC
Job Grade : F1/F2/F3
Locations : India
Posting Visibility : Internal and External
Job Shift : Day
Full Time or Part Time : Full time
Travel Required : Yes
Project : iTravel
Work Location : Trivandrum, Cochin
Role Overview
The Product Implementation Specialist will be part of a growing implementation team supporting the end-to-end rollout of iTravel's product for customers across sales, operations, revenue management, and accounting functions. The role combines functional/domain expertise, hands-on configuration, and strong customer-facing skills to ensure smooth onboarding, successful UAT, and stable go-live, while working closely with Product Management and Engineering to feed customer insights back into the roadmap.
Key Responsibilities
Customer Engagement & Requirements
- Engage with customers to understand business processes, operational pain points, and strategic objectives across areas such as sales, operations, revenue management, and accounting.
- Conduct product demonstrations, workshops, and gap-fit analyses; map customer requirements to product functionality and distinguish configuration needs from customization needs.
- Prepare functional specifications, business process documents, training material, and other customer-facing collateral, following standard requirement-artifact practices.
Implementation & Configuration
- Act as the functional/domain lead during implementations, covering requirement validation, solution design reviews, UAT support, cutover readiness, and post-go-live stabilization.
- Set up and configure testing environments in line with customer requirements and product best practices.
- Collaborate with developers, architects, and infrastructure teams to identify and resolve performance issues.
- Document test strategies, execution plans, and results.
Pre-UAT, UAT, Production Support & Issue Resolution
- Ensure UAT and production issues are addressed within agreed service levels.
- Interface with Subject Matter Experts (SMEs) to ensure issues are resolved promptly.
- Apply strong troubleshooting, analytical, and root-cause-analysis skills to diagnose and resolve customer-reported issues.
- Be flexible to work across milestones, customer commitments, and support shifts as required.
Product & Roadmap Collaboration
- Work with Product Management and Engineering teams to channel customer feedback, define enhancement requests, and contribute valuable inputs to roadmap development.
Stakeholder Management
- Act as a strong customer-facing point of contact with excellent stakeholder-management skills.
- Demonstrate good listening skills, empathy, and a service-oriented mindset.
- Work independently as well as collaboratively within a team environment.
Required Skills & Qualifications
- Excellent documentation skills, with experience in standard requirement artifacts.
- Fluent in English, with the ability to interact directly with customers.
- Strong presentation, verbal, and written communication skills.
- Strong troubleshooting, analytical, and root-cause-analysis skills.
- Basic understanding of AI concepts and prompt engineering.
- Strong attention to detail and a proactive approach to problem-solving.
- Solid understanding of technology and technical concepts.
- Ability to collaborate effectively with internal and external stakeholders.
Preferred Skills
- Experience in Tour Management.
- Experience with Airline or Cruise Line Reservation Systems.
- Experience in Finance & Accounting.
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