iTravel — Centre of Excellence (CoE) for Solution Consulting 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 onboarding, 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.