Functional Consultant (Customer Success) - USA

Job Description

This role will support o9’s US based customers post-implementation to ensure customer success and support. Also ensure the effective operation of o9’s solutions. Will work closely with product development, product management and services/support teams. Successful candidate will get to work directly with o9 clients on a daily basis via phone and occasionally in person.

Responsibilities:

  • Demonstrate thorough knowledge of industry best practices, business processes, o9’s solutions, technical architecture, and value proposition.
  • Responsible for solution usability and uptime by resolving any customer issues in a timely fashion, ensuring accuracy of data loads and validating the e2e workflows.
  • Identify any design issues in the existing setup and co-ordinate with other o9 consultants to solve the business problem. Be the single point of contact for any platform level upgrade/patch/hot fix.
  • Configure the o9 platform based on the change requests/enhancements post go-live and deliver them to solve deep operations / supply chain problems.
  • Create and execute workflow and data analytics test-cases. Work on bugs/issues and track progress at resolving issues using support tool.
  • Support Super User and End User training, for a global user base. 
  • Actively help in improving internal processes and product features based on customer feedback by interfacing with the development and operations teams.


What you should possess:

  • 0-2 years of experience with implementing planning applications is a MUST.
  • Statistical, Optimization and Simulation skills through software tools and packages like R/Java script/python is desirable.
  • Deep understanding of supply chain planning concepts including Demand Management, Distribution Planning, Master Planning, and S&OP.
  • Knowledge and training in databases (SQL Server, MySQL) and skills one or more languages like SQL, MDX, T-SQL or similar is desirable.
  • Proficient in the use of Microsoft Excel/PowerPoint for analysis and presentation.
  • Strong ability to lead by example and demonstrate proficiency in both product and domain.
  • Patient listener with the ability to clearly articulate your view point to manage and deliver to customer expectations, even under pressure.
  • Ability to analyze and process large amounts of data and complement it with intuition to prioritize and focus on the highest value opportunities or the biggest risks is key.

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