Job Description

Impact Analytics(TM) (Series D Funded) delivers AI-native SaaS solutions and consulting services that help companies maximize profitability and customer satisfaction through deeper data insights and predictive analytics. With a fully integrated, end-to-end platform for planning, forecasting, merchandising, pricing, and promotions, Impact Analytics empowers companies to make smarter decisions based on real-time insights rather than relying on last year's inputs to forecast and plan this year's business. Powered by over one million machine learning models, Impact Analytics has been leading AI innovation for a decade, setting new benchmarks in forecasting, planning, and operational excellence across the retail, grocery, manufacturing, and CPG sectors. In 2025, Impact Analytics is at the forefront of the Agentic AI revolution, delivering autonomous solutions that enable businesses to adapt in real time, optimize operations, and drive profitability without manual intervention. Here's a link to our website:
The Impact you will be making
Customer Success Senior Consultant is the functional powerhouse for post-go-live accounts in Retail Planning, Demand Planning, Replenishment, Distribution Requirements Planning (DRP), and Inventory Management. You own functional issue resolution, change request delivery, ticket triage & SLA adherence, and mentorship of junior consultants. You are the bridge between planners and Impact Analytics' Agentic AI engine-ensuring solution uptime, usability, and continuous improvement.
What this role entail
Functional Ownership & Issue Resolution

• Serve as owner for functional tickets (configuration, workflow, data accuracy)

• Diagnose and resolve post-go-live defects in Demand, Replenishment, DRP, and Inventory modules within SLA

• Validate end-to-end workflows for demand & replenishment planning solutions

Change Request & Enhancement Delivery

• Lead CR scoping, estimation, and configuration

• Deliver platform patches, hotfixes, and minor upgrades with zero downtime impact

• Author functional specs for post go-live enhancements

Customer Communication & SLA Management

• Own daily/weekly ticket updates to customer planners and IT teams

• Host functional deep-dive sessions during QBR prep (root-cause, resolution path, prevention)

• Maintain SLAs for system availability and incidents Team Leadership & Knowledge Transfer o Mentor Customer Success Consultants on best practices, debugging, and AI-agent tuning

• Build and maintain knowledge repository (KB articles, runbooks, regression test packs) o Drive internal process improvements based on recurring ticket patterns

What lands you in this role
8-12 years in post-go-live support / functional consulting for supply chain SaaS (Blue Yonder, o9, Kinaxis, Anaplan, SAP IBP, etc.)

• Hands-on expertise in Demand Planning, Replenishment, DRP, and Inventory Optimization workflows

• Proven ability to configure and debug planning engines (SQL, MDX, data pipelines, simulation)

• Track record of resolving 500+ functional tickets with

95 % CSAT

• Experience leading change requests end-to-end (Scope ? Config ? UAT ? Deploy)

• Exposure to Agentic AI / autonomous planning agents (o9, Kinaxis, Blue Yonder, etc.) o Certification in APICS CSCP, o9, Kinaxis, Blue Yonder planning products o Basic scripting (Python, R) for ad-hoc analytics

• Customer-first communicator - clear, concise, proactive

• Mentorship mindset - patient teacher, process evangelist o Thrives in high-volume, high-visibility support environments

Some of our accolades include:
Ranked as one of America's Fastest-Growing Companies by Financial Times for five consecutive years: 2020-2024.
Ranked as one of America's Fastest-Growing Private Companies by Inc. 5000 for seven consecutive years: 2018-2024.
Voted #1 by more than 300 retailers worldwide in the RIS Software LeaderBoard 2024 report.
Ranked #72 in America's Most Innovative Companies list in 2023-by Fortune-alongside companies like Microsoft, Tesla, Apple, IBM, etc.
Forged a strategic partnership with Google to equip retailers with cutting-edge generative AI tools.
Recognized in multiple Gartner reports, including Market Guides and Hype Cycle, spanning assortments, merchandising, forecasting, algorithmic retailing, and Unified Price, Promotion, and Markdown Optimization Applications. Economic Times News about our funding can be accessed here.

Skills Required