Lead Consultant - MAWM / WMS

Overview

Lead Consultant role supporting Manhattan's MAWM / WMS customers as the primary, customer-facing contact and Manhattan brand ambassador, leading a team through configuration, testing and support activities across the customer lifecycle.

What you'll do

• Act as the primary contact for customers and serve as Manhattan Brand Ambassador.
• Independently support medium and high-complexity customers.
• Lead a team in configuration, testing, impact validation, issue prioritization and support activities, mentoring consultants on functional delivery, customer communication, problem-solving, consulting practices and adoption of relevant innovations.
• Deliver high-quality deliverables that meet customer expectations.
• Design extensions for identified gaps for low and medium-complexity needs.
• Configure systems, prepare test cases, set up test data, perform testing, and build demos and proofs of concept for business requirements without design specifications.
• Provide end-to-end support through the customer lifecycle, including system integration testing, end-to-end testing, user acceptance testing (UAT), and pre- and post-go-live activities and support.
• Troubleshoot system outages, work stoppages and critical production issues, providing operational workarounds within expected timelines, and provide root-cause analysis with permanent fixes.
• Categorize discovered or reported gaps and issues as base product, custom, or another vendor.
• Validate the impact of solutions in pre-production and production environments and monitor intended business outcomes.
• Review application issue priorities with clients, assign them to team members, and plan releases to production.
• Own customer satisfaction; flag risks early, drive mitigation, and escalate to internal leadership.
• Drive status communication to internal and external stakeholders.
• Build and maintain knowledge of customer workflows, operational constraints and runbooks.
• Partner with technical and regional teams to deliver enhancements and issue fixes.
• Collaborate independently with Manhattan teams across departments to address customer needs.
• Lead functional discussions with client stakeholders, customer IT and operations, and system integrators.
• Own and coordinate discussions with technical teams, inter-departmental teams and customers to make progress on owned activities.
• Support multiple Manhattan products bought by a customer.
• Leverage or develop tools to enhance service efficiency, including usage of AI.
• Train peers on application modules, customer flows, tools and processes.
• Identify gaps in functional design, validate enhancements, and work with design leads to address them.
• Analyze identified project gaps and perform feasibility checks to assist design leads in arriving at solution design.

What you'll need

• 7-9 years of experience with a bachelor's degree or foreign equivalent in engineering, science, or a related technical field.
• Functional and business analyst experience.
• Support or implementation of supply chain applications such as WMS, OMS, LMS or TMS.
• Application of cloud troubleshooting tools and methods, including Postman, Kibana and Grafana.
• Troubleshooting of databases using Oracle SQL or a comparable relational database.
• Strong analytical and problem-solving skills.
• Effective verbal and written communication with customers and stakeholders.
• Design and implementation of complex customer solutions, with clear communication of outcomes.

Nice to have

• MAWM experience.

Details

• Location: Bangalore.