Position Overview:
The Client Lead acts as the primary liaison between US-based clients and CGI teams, ensuring timely communication, prioritization, and resolution of all application and operational issues. This role involves hosting regular service review meetings, managing escalations, and supporting multiple clients across time zones. The Client Lead plays a critical role in maintaining client satisfaction by proactively managing service delivery and minimizing escalations.
Job Title: Lead Analyst
Position: Customer Relationship Manager/Customer Account Manager
Experience:6-9
Category: Software Development/ Engineering
Shift: General Shift
Main location: Bangalore and Mumbai
Position ID: J0925-1098
Employment Type: Full Time
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.
• Host regularly scheduled Service Review meetings with clients to provide status updates, progress reports, and resolution timelines on open issues.
• Prioritize client issues effectively based on business impact and urgency; escalate critical matters to appropriate teams as needed.
• Serve as the main communication channel between clients and internal CGI teams to ensure clear understanding and resolution of client concerns.
• Act as an Escalation Manager on a rotational basis to address critical and urgent client issues promptly, providing phone support when required.
• Manage and support multiple clients simultaneously, balancing priorities across different time zones, primarily US-based.
• Ensure zero service-related escalations or complaints from clients through proactive issue management and relationship building.
• Collaborate with cross-functional teams including technical experts, consultants, and developers to resolve client issues efficiently.
• Maintain detailed documentation of client interactions, issues, resolutions, and follow-ups using ticketing tools (e.g., Jira).
• Continuously update knowledge on ERP systems, features, and industry best practices to better support clients.
Must-Have Skills and Qualifications:
• Bachelor's degree in information technology, Computer Science, Business Administration, or a related field.
• 1-5 years of experience in customer support, client-facing roles, or ERP-related troubleshooting.
• Familiarity with at least one ERP system such as SAP, Oracle, Microsoft Dynamics, or NetSuite.
• Strong problem-solving and troubleshooting skills specific to ERP applications.
• Proficient in explaining technical concepts clearly to non-technical users.
• Basic database knowledge (e.g., SQL) for diagnosing issues.
• Excellent verbal and written communication skills.
• Strong customer service orientation with an ability to build and maintain client relationships.
• Ability to multitask, prioritize urgent issues, and manage multiple clients effectively.
• Experience working with ticketing systems (e.g., Jira) and maintaining clear documentation.
• Flexibility to work across overlapping time zones and be available for escalation support when needed.
• Patience, empathy, and the ability to stay calm under pressure.
Good-to-Have Skills and Qualifications:
• Relevant certifications in ERP systems (SAP, Oracle, Microsoft Dynamics, etc.).
• Experience with cloud-based ERP platforms.
• Familiarity with core ERP modules including finance, HR, inventory, and procurement.
• Advanced troubleshooting skills and understanding of complex business processes.
• Continuous learning mindset with the ability to adapt to changing business requirements and ERP updates.
• Strong analytical skills for root cause analysis.
• Ability to work effectively in cross-functional and collaborative environments.
• Experience handling high-stress situations and managing critical escalations.
• Attention to detail for accurate issue tracking and resolution.
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.
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.