Solution Consultant - CSO

iTravel - Centre of Excellence (CoE) for Solution Consulting

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

The Product Implementation Specialist will be part of a growing implementation team supporting the end-to-end rollout of iTravels 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.

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.

• 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.

• Experience in Tour Management.
• Experience with Airline or Cruise Line Reservation Systems.
• Experience in Finance & Accounting.