Solution Consultant

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iTravel — Centre of Excellence (CoE) for Solution Consulting

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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, 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.