Description
Solution Engineer - Service Cloud and / or Field Service
Location
Ireland - Dublin
Job Details
The Service Cloud and / or Field Service Solution Engineer is responsible for presenting our Service and/or Field Service product offerings (the Service Cloud) and architecture in the best light to prospects and customers based on a customer’s specific business requirements. The successful candidate should bring experience that establishes credibility and maintain a presence / delivery that is confident and assured. The primary goal of our team members is to remove all technical objections related to Service Cloud in the sales cycle.
To accomplish this, the Solution Engineer must have a strong desire to leverage their technical and/or 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 provide business value.
The Solution Engineer will develop and manage programs designed to accelerate the growth of the Service Cloud and / or Field Service business in EMEA SMB. As such, the Service Cloud and / or Field Service Solution Engineer will collaborate on cross functional initiatives and with other international teams to move the business forward.
Your Impact:
Evangelize Salesforce Service Cloud and / or Field Service value to customers (including C- level execs and IT) and field teams
Assess business and operations impacted by technology
Deliver findings including key pain points, proposed solutions to meet business needs, and ROI where applicable
Contribute to the development of technical sales strategies
Configure and demonstrate value-based solutions in a way that closely reflects each customer's business (tailored demonstrations)
Discuss and propose solution architecture
Collaborate with Core Solution Engineers, Account Executives, and Product Management to deliver the appropriate solution and establish credibility and trust with the customer.
Execute enablement and pipe generation activities (Webinars, Best Practices, Knowledge Share, etc.)
Create, share and maintain reusable assets (Video, Demos, RFP templates, …)
Minimum Qualifications
Curiosity and energy – ability to understand the customer’s true pain points and apply our value based selling methodology.
Appetite to learn in a fast innovative environment.
Deep functional understanding of call centre/contact centre operations and processes and / or Field Operation and processes
Knowledge of related applications, CRM, relational database, and web technology
Solid oral, written, presentation, collaboration, and interpersonal communication skills
Ability to work as part of a team to solve technical problems in varied environments
Application configuration experience (applied understanding of setups / configuration of to customer needs, work under tight deadlines, work independently, and a willingness to take ownership of problems Contact Center related technology CRM solutions)
Skills Desired
Understanding of the Service Cloud product suite and platform
Workflow / BPM / integration experience is an advantage
Past experience with one or more of the following CRM solutions: RightNOW, Microsoft, Siebel, Oracle on Demand, SAP, Pegasystems, Kana, ServiceNow...
Contact or call center-based applications experience is beneficial (Remedy, Clarify, Vantive, Aspect, Genesys, Avaya, Cisco, Interactive Intelligence, Verint, NICE...)
Field-service applications experience is nice to have (Oracle, SAP, Clicksoftware, ServiceMax, TOA, Nomadia Field Service))
Back-office / ERP system understanding – stock management, order management, accounts receivable / payables, collections, contracts (service), asset management is an advantage
Basic programming experience in HTML and other web based technologies is an advantage
