Job Detail
-
Job ID 22791
-
Experience 3 Years
-
Job Categories Lead Manager-Marketing
-
Qualifications Degree Bachelor
Job Description
Lead Analyst – Customer Success manager
Position Description:
Company Profile:
Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com.
Job Title: Lead Analyst
Position: Customer Relationship Manager/Customer Account Manager
Experience:6-9
Category: Software Development/ Engineering
Shift: General Shift
Main location: India, Karnataka, Bangalore
Position ID: J0225-1974
Employment Type: Full Time
Education Qualification: Bachelor’s degree in computer science or related field or higher with minimum 4 years of relevant experience.
The Client Lead is responsible for managing US-based client relationships by hosting regular Service Review meetings to update on issue status, progress, and resolution timelines. They prioritize and escalate client issues according to business impact, acting as the primary liaison between clients and CGI teams to prevent service escalations or complaints. The role also includes rotating as Escalation Manager to provide urgent support and manage critical incidents. The Client Lead must efficiently handle multiple clients, prioritize tasks by urgency, and offer flexible support across various US time zones.
Your future duties and responsibilities:
• The Client Lead is responsible for hosting regularly scheduled Service Review meetings to provide updates on status, progress, and resolution timelines for all open issues, whether related to applications or operations, for US-based clients.
• The Client Lead must ensure that client issues are properly prioritized and escalated according to their business needs, acting as the liaison between the client and CGI teams. It is essential to prevent service-related escalations or complaints from the client.
• Additionally, the Client Lead will take on the role of Escalation Manager on a rotating basis to assist with critical or urgent issues, providing phone support as needed.
• They must be able to manage multiple clients, prioritizing tasks based on urgency and impact and should be flexible in supporting clients across different US time zones.
Required qualifications to be successful in this role:
Must to Have Skills-
• Experience in customer support or a similar client-facing role.
• Familiarity with at least one ERP system (e.g., SAP, Oracle, NetSuite, Microsoft Dynamics).
• Proficiency in using ERP software and understanding of its core modules (finance, HR,
inventory, procurement, etc.).
• Hands-on experience in troubleshooting and resolving ERP-related issues.
• Strong problem-solving and troubleshooting abilities.
• Ability to understand and explain technical concepts to non-technical users.
Good to have Skills-
• Database knowledge (e.g., SQL) for issue diagnosis.
• Familiarity with cloud-based ERP platforms is increasingly important.
CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodation for people with disabilities in accordance with provincial legislation. Please let us know if you require reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.
Skills:
- Client Management
- Business Analysis
- Data Analysis
What you can expect from us:
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll 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. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll 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.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our team—one of the largest IT and business consulting services firms in the world.
Required skills
Other jobs you may like
-
Infosys is Looking for Lead Engineer
- @ Infosys
- Bengaluru, Karnataka, India