Talkdesk is looking for an experienced Solutions Engineering Manager to lead and grow a high-performing team of Solutions Engineers in their Industry Verticals. The goal is to increase market penetration and drive customer adoption, revenue growth, and overall success by providing leadership in people, technical, and sales/business areas.
Requirements
- Proven background in presales, technical consulting, or solutions architecture
- In-depth knowledge of Customer Service Software, Business Intelligence, Workforce Engagement Management, Artificial Intelligence
- Ability to communicate technical concepts to people of all backgrounds and skill levels
- Proven ability to understand progressive technology
- Salesforce and other CRM experience desired
- Bachelor's Degree in a technical field; or equivalent experience
Responsibilities
- Develop and execute on go-to-market strategies to increase market penetration including driving customer facing activities, hiring, onboarding, and retaining our Solutions team.
- Provide leadership to the team across all three areas: People Leadership, Technical Leadership and Sales/Business Leadership.
- Understand customer use cases and business drivers, map our solution to their pain points, formulate best practices, and document requirements (functional and technical) needed to address needs.
- Leverage strong technical acumen to identify process and technical solutions dynamically to unexpected situations.
- Navigate those solutions internally using product requirements, business cases, and more to overcome objections and obstacles.
- Partner with internal teams such as Product, Engineering,Support, etc. to assure timely delivery of feature requests, bug fixes and support requests.
- Set visionary goals for teams that uplevel the entire SE organization.
Other
- Lead and grow a high-performing team of Solutions Engineers
- Exhibit leadership qualities that inspire collaboration and trust to influence multiple stakeholders
- Build and maintain strong relationships with a diverse set of internal and external constituencies including senior level executives
- Develop trust with Talkdesk and customer leadership to remove project roadblocks and ensure project success.
- 5-7 years of experience in leading Sales Engineering teams, as a member of the Sales leadership, preferred
- 3+ years of experience in the Contact Center Solution or in SaaS space is preferred
- 2+ years of related industry experience is desired
- A proven track record of managing and delivering IT projects for enterprise companies.
- Complete KPI management and methodology optimization
- Engaging personality and possesses a true consulting approach
- Ability to communicate and manage escalations and maintain C-level relationships
- A passion for helping people solve problems
- Exhibits expert facilitation skills for meetings and group activities, both virtual and live, demonstrating the ability to guide groups, listen and question effectively (includes corporate/executive briefings)
- Excellent verbal and written communication skills and meticulous attention to detail
- Mature demeanor and positive attitude, as well as discretion and sensitivity when dealing with team members and customers
- Ability to work cross-functionally in a fast-paced startup environment
- Travel requirement: up to 25%
