Lead Solution Engineer

工作内容

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Job CategorySalesJob DetailsWe are looking for you, if you are someone who..

• Gets excited by amazing technology?
• Loves to nut-out an awesome solution to a complex problem?
• Likes translating business objectives into enticing and actionable recommendations?
• Loves helping people with great solutions?
• Enjoys presenting to and working with customers, and helping drive the right business outcome?
• Or you are a Contact Center Manager, Service Manager or Contact Center consult or something similar and looking for new challenge

If so, read on...

The Service Cloud Solution Engineer (SCSE) is responsible for driving customer discovery and presenting our Service and Support product offerings (the Service Cloud) in the best light to prospects and customers. Your objective is to evoke confidence in Salesforce’s technology, our solution architecture & infrastructure, in order to remove all technical objections in the sales cycle. To accomplish this, the SCSE must have a strong desire to leverage their domain expertise, strong value based discovery, and excellent technical pre sales skills; including the ability to solicit business requirements, develop a technical sales strategy, configure and effectively demonstrate the solutions that address these requirements and ultimately provide business value.

To be successful in the role the SCSE works closely together with the Service Cloud Cloud Sales Account Executive and/or Core Sales Engineer for the region helping to deliver the appropriate technical solution. The role is very discovery focused; After intensive enablement during the onboarding phase you will be delivering value based ‘Readbacks’ , based on deep product knowledge across all pillars of the Service Cloud offering Customer and Agent Experience based on the Agent Console, Case Management, Knowledge, Communities, SLA’s, Omni/CTI, Digital Engagement, Field Service and Service Analytics.. Typically our engagement is sponsored by customer senior executives and will be presented to the level of VP Customer Care, VP Marketing communications, COO, CMO, CFO and CIO level

Responsibilities

• Responsible for leading the solutioning throughout the sales cycle and delivering thought leadership to companies to transform their customer’s experience.
• To develop and deliver innovative custom solutions, including solution concepts to key decision makers to address their business issues and needs showing business value.
• Set the vision translating business objectives into enticing and actionable recommendations. Act as a trusted advisor to our customers while aiding the customer’s transformational journey.
• Coordinate and lead the entire solution cycle through close collaboration with other high performing teams.
• Industry experience, incorporating and developing a point of view based on Salesforce’s solutions.
• To fully understand and clearly articulate the benefits of Salesforce to customers at all levels, examples include; Administration/IT Staff, managers and "C" level executives.
• Present compelling Salesforce & partner solutions while supporting relationships with customers and partners.
• Display initiative, self motivation and deliver high quality results along with meeting all expectations for both internal and external customers.

Personality Attributes/Experience

• Understanding the unique business requirements of customers within multiple industries and translating/presenting those needs into a compelling vision and roadmap for our customers.
• Passionate about Customer Experience and data driven solutions and ability to do high-level architecture
• Solid oral, written, presentation and interpersonal communication and relationship skills.
• Proven time management skills and ability to work as part of a dynamic team environment.
• Ability to multi-task, work in a demanding team environment, understand and be responsive to customer needs, work under tight deadlines, work independently, and a willingness to take ownership of problems
• Experience Storytelling through different mediums (presentation, demonstration, white boarding and workshops)
• Pitching ideas, presenting to internal/external stakeholders
• Demonstrated passion for creating engaging customer experiences
• 5+ years of experience as a Sales Engineer/Architect in enterprise software and ability to articulate how product features translate into tangurable business value
• Understanding Service and bringing experience with Contact Center related technology (i.e. Genesys, Avaya, Vonage, Amazon Connect etc.) , consultancy company, Contact Center manager or similar
• Willing and able to travel occasionally
• Fluent German and English are a must

Your Impact

The Salesforce Service Cloud Solution Engineer plays a critical role in supporting our growing sales team and has a direct impact on winning strategic new business by providing innovative creative solutions to complex problems through the use of unique skills to analyse, structure, solution, and present the long-term vision with clients and partners. The Solution Engineer works with both prospects as part of the business development process, as well as existing customers to help expand, strengthen and grow relationships and ultimately help them realise the value in the Salesforce Service Cloud. This could be you!

LI-Y*

Location

Germany (Munich, Düsseldorf, Frankfurt, Berlin, Remote) / Switzerland

Accommodations

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