Salesforce.com, Inc Lead Solution Engineer, Service Cloud in Atlanta, Georgia
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This Solution Engineering role will specialize in the Service Cloud solution which includes products that support customer service, contact centers and field service.
Ideal candidate would understand today’s business challenges such as:
Core customer service - supporting customers with lower costs of service while ensuring call center agents are increasing productivity and/or finding ways to increase company bottom line.
Digital service transformation - supporting customers in new channels of engagement from chat, messaging and bots along with traditional channels of email, web-to-case and phone support.
Field service management - extending the business capabilities of customers to the edge with their field technicians and their customer scheduling of services, while capturing that traditional paper process into a streamlined two-way engagement within the organization.
The ideal candidate is a collaborative team member, enabler of the broader solution engineering and sales teams, and eventually a deep-subject matter specialist within the Service Cloud product suite. The Service Cloud SE team works hard but also makes sure that we’re having fun along the way.
What is a Solution Engineer?
Also known as a " Pre -Sales Engineer" or "Sales Consultant," the Solution Engineer is responsible for presenting product offerings and architecture in the best light to prospects and customers, to evoke confidence in company’s technology infrastructure, and to remove all technical objections 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.
Solution Engineer - Service Cloud
The Service Solution Engineer is responsible for presenting our Service and Support product offerings to prospects and customers based on a customer's specific business requirements. The primary goal of our team is to use our customer service expertise to become trusted advisors and highlight how our products can solve their customer service challenges and how our products will provide a return on their investment.
You'll be expected to analyze the service needs and requirements through deep discovery, use your service experience to recommend a solution, discuss industry best practices to improve their business processes, and ultimately make the customer confident that a partnership with Salesforce is right for their business.
Evangelize Service Cloud value to customers (including C- level execs and IT) and field teams within Communications, Media and High-Tech industry
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 development of technical sales strategy
Configure and demonstrate visionary solutions in a way that closely reflects each customer's business (tailored demonstrations)
Discuss and propose solution architecture that includes omni-channel call center infrastructure, CTI, and workforce management.
Execute enablement activities (Webinars, Best Practices, Knowledge Share, etc.)
Collaborate with Field Service Management Sales and Solution Engineering teams, Service Cloud Account Executives, and Product Management to deliver the appropriate solution and establish credibility and trust with the customer.
Experience in Customer Service, Contact Centers, or Field Service industries is a plus
Understanding of the Salesforce product suite and platform
Knowledge of related applications, relational database and web technology
Past experience with one or more of the following CRM solutions: ServiceNow, RightNow, Microsoft, Siebel, Oracle on Demand, SAP, Pegasystems, Back-office / ERP systems, Cisco, Genesys, or other telephony solutions
Some domestic travel is required
Accommodations - If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. (http://cloud.mail.salesforce.com/accommodations-request-form)
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