Job Type: Full Time / Permanent
Summary: This position is responsible for engaging with our internal staff and external customers to support, introduce new solutions and advocate the full Enterprise Solutions product line across a variety of platforms. This position is also responsible for adhering to and promoting our vision and values by performing duties in a manner that is consistent with being a team member and supporting the continued growth of the company.
Primary Duties and Responsibilities: Provide accurate, thorough, and timely technical support to customers via phone, screen sharing, email, and internal ticketing system • Develop and maintain a thorough understanding of Enterprise Solutions product line and related business functions • Develop proof of concept, demos, and sample applications for delivery to existing and potential customers demonstrating the use of ES product lines. • Address existing and pre-sales customers’ technical and non-technical questions regarding product usage, whether addressing them directly or coordinating with Engineering team to resolve • Act as liaison between the customer and product teams (Sales, Marketing, and PM) to ensure success of the product • Maintain a good technical relationship with existing and new customers focusing on (but not limited to): Explain technical details and requirements to both technical and non-technical audiences alike • Maintain line of communication with most significant customers • Understand customer needs and identify avenues of additional usages for products by the customer and pass them to Sales team. • Assist Sales with key generation, customer data management, and sales-related technical questions – Attend weekly product meetings to represent the customers and discuss trends in customer requirements and questions. • Manage and own the lifecycle of customers’ technical questions and requests with ES product team to ensure excellent customer service. Pro-actively escalate where needed to other ES team members. • Gain an in-depth understanding of the customers’ product usage and contribute to the Product Roadmap with inputs of customer use-cases and market trends. • Represent and evangelize products in the market in conferences, seminars, and corporate events. • Conduct customer demos, webinars, customer trainings, and other technical talks representing products. • Write Blog articles, case studies, and other technical & non-technical written content representing products.
Specialized Knowledge, Skills and Abilities: Excellent listening and problem-solving skills; as well as the ability to understand customer business requirements. • Excellent communication skills; personable, well-spoken, at ease in front of executives/decision makers • Ability to maintain a professional demeanor while handling customer emergencies. • High level of energy, persistence, and desire to exceed expectations • Excellent time management skills required along with ability to multi-task. • Strong PC skills (MS Office, Web browser technologies) • Ability to consistently meet commitments • Possess a high standard of ethical conduct and ownership.
Key Success Factors: Maintain a customer focused perspective and conduct yourself in a professional and positive manner. • Driving technical sales through effective technical communication • Satisfaction of Customer Engagement, Sales and Marketing teams • Successfully juggling multiple tasks and projects simultaneously in a fast-paced environment with minimal errors • Remain up to date on the latest technologies, consistently strive to learn more and improve skills.
Perks: We’re not just smart people with cool products. Our employees enjoy a long list of benefits including a collaborative and casual atmosphere, free employee insurance, 401k matching, generous paid time off schedule, relaxed dress code, and flex time.