Reply to: Jobs@experticity.com
Manager, Technical Support & Deployment Services
This Manager position plays a critical role in delivering Experticity solutions to all vertical segments and all enterprise accounts. This leader interfaces with customers on technical pilot issues, pre-sales technical requirements, on post-sales support issues and is instrumental in relaying to the Engineering team feature requests from customer accounts. The position will have four primary areas of focus:
- Customer pilots/field implementation support
- Documentation review, creation and support
- Demos in support of Sales and Business Development
- Technical product input and feature requests
Description:
- Manages processes with enterprise retailers and customer prospects to scope store physical and technical environment, as well as software status, in order to exceed customer expectations on pilots and deployments. Creates high level custom designs and integration plans for Experticity product interactions with customer’s existing networking, support, and application systems.
- Lead technical contact with prospects and customers to plan, stage and install demos, pilots and deployments. Must proactively drive processes forward and co-own the relationship with the Account Rep.
- With minimal supervision, responsible for providing pre-sales technical and functional support to prospective customers while ensuring high levels of customer satisfaction.
- Acts as a technical resource for less experienced team members in Sales, Marketing and Business Development.
- Develops and delivers high quality standard Experticity presentations and demonstrations.
- Presents and articulates advanced product features and benefits, product future direction and overall Experticity solutions.
- Designs, validates, and presents Experticity software solutions to include advanced product concepts, future direction, and 3rd-party complimentary products.
- Develops and manages reference accounts through high quality technical, professional client relationships.
- Creates technical training material including pre- and post-sales technical whitepapers and documents (PowerPoint, graphics, charts, etc) for product clarification and customer satisfaction. Responsible for writing documentation to describe install procedure and product corrections and mapping processes (Visio).
Requirements:
- Experience with team selling efforts targeted to senior executives (C-Level, VP, etc.) at enterprise accounts.
- Demonstrated track record of relationship building and account maintenance skills.
- Professional customer demeanor in both face-to-face and remote situations.
- Excellent writing and verbal communication skills.
- Ability to communicate difficult technical points to an audience of both technical and non-technical contacts.
- Ability to work with customers to understand project needs and to update a functional specification or work order to reflect those needs.
- Very strong technical understanding of networking (IP, firewalls, tools and troubleshooting), essential.
- Demonstrated familiarity with multimedia network protocols (SIP in particular). Must be able to articulate the connection process of the Experticity solution and walk a customer though that process from start to finish.
- Familiarity with corporate networks at both the functional and topology levels enabling the candidate to perform ad hoc product integration designs with the customer on the phone.
- Understands and can discuss network ports, protocols, SBCs, AGLs and other networking concepts with customer’s IT department in an effort to resolve issues without needing to involve or escalate to internal engineering team.
- Technical writing skills a must. Familiarity with key tools (Visio, Microsoft Project, etc.), a plus.
- Requires a bachelor's degree or its equivalent and 2-4 years of experience in the field or in a related area. Familiar with the field's concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of tasks. A certain degree of creativity and latitude is expected.
Reply with resume and cover letter to: jobs@experiticity.com.
|
Mananger, Technical Support and Deployment Services