Sales Engineer Team Lead - Role Specification
The main duties of the role are outlined below. This is not an extensive list, but should be used as a guideline for what to expect day to day and be indicative of the skill set needed by applicants.
We are looking for a Sales Engineer to join our US team based at our offices in Boston. This role will be working US East Coast hours, with the need to flex this on occasion when implementing systems for West Coast or International customers.
The Sales Engineer role is a broad one, covering setup, configuration & training of the CloudCall service, scheduling and arranging training and guiding a customer though networking and environmental changes required to support the service. As such this role requires project management skills and any expertise in this area would be a definite advantage.
After an initial demo led by the sales person at CloudCall, the Sales Engineer will be brought into the deal to help demonstrate and bring confidence into the software CloudCall provide. As the Sales Engineer you will be the primary contact for a customer during their POC, being in contact regularly and maintaining a high level of communication always. You will be required to gather the requirements of the customers’ existing Call Flows, CRM system and network and make recommendations, to ensure that the customer expectations are met or exceeded during the implementation process. You should ensure that any existing KPI’s used by the customer on their existing system can also be measured by the CloudCall service, and it is therefore imperative that this information is gather during the POC period. You may also be required to deliver ad-hoc training on CloudCall software throughout the POC - CRM Integrations, phone system etc - and the POC will identify the customer’s success criteria and ensure these are met by the end.
The CloudCall platform is designed to be “self-service” and a key part of the Sales Engineer role is demonstrating and training in this area too. The Sales Engineer will train our customers on the usage and configuration of the system and its portal in order to ensure the customer is confident in its usage. Training sessions are ordinarily delivered remotely, but can sometimes require onsite customer facing delivery, which would currently be delivered by the Service Delivery team based in the US. It is possible that international travel may be required for some larger customer implementations.
Key Primary Responsibilities:
Maintain an excellent knowledge of the CloudCall products
and services portfolio in order to better furnish the
customer’s needs(Training will be provided)
Supporting Customers throughout the sales Cycle
providing advice on CRM & Call Flow
Configuration of softphones, headsets & physical phones
Advising customers on IP network configuration (firewall ports, QoS)
Ordering, provisioning and shipment of hardware
(phones, routers and firewalls)
Providing structured training sessions to our customers
Essential Skills and Experience:
Direct customer contact, both over the phone and face-to-face
Knowledge of IP/TCP protocols
· Strong experience with using and demonstrating software systems
· Excellent verbal and written communication
· Excellent telephone manner
· Attention to detail and accuracy
· Ability to prioritise and manage own workload
· Pro-active approach to process improvement and documentation
Desirable Skills and Experience
• Previous licence-based services experience
• Project Management
• Previous Telecoms Experience (ideally VOIP)
• University degree or equivalent (Not essential)
• Qualifications in written/verbal communications
• Previous experience with CRM platforms
Supporting the Sales Team in Demonstrations (Primary Duty)
You will be required to attend/run demonstrations of the CloudCall products to customers/prospects showing the value of the software and how CloudCall products can provide solutions to some of the problems the customer is currently experiencing.
Maintaining Communication/Chasing Job Closure
All customer information must be recorded against the customer record, including equipment in use, configuration, service provider information and site-specific information. You will possess strong documentation skills in order to ensure that detailed technical information is recorded accurately and can be utilised by other areas of the business.
As part of a customer order, a customer may require physical hardware phones or softphones (or a combination). You will translate the customer’s order, into an order from our hardware vendors, arranging shipping and communicating to the customer timescales and delivery confirmation. You will schedule these activities in line with the customers trial “go live” date.
A key part of the trials process is training our customers. Training can be delivered on site or online depending on the size and requirements of the customer, though as a remote engineer this training will primarily be online. You may also be required to provide ad-hoc training on an occasional basis.
Documentation and Feedback
Our online resource centre is a primary source of knowledge sharing and customer information, you may be required to create and modify support and knowledgebase articles on an ongoing basis. You should follow company guidelines for document preparation and ensure that you compose each document in a clear and logical format.
Networking & SIP (Desirable)
CloudCall services rely heavily on both SIP Protocols and Network Stability. You should have a good understanding of the fundamentals of SIP, its requirements, how it works and preferably a familiarisation of reading and understanding SIP traces. A sound understanding of configuring and analysing networks is extremely beneficial and you should as a minimum be able to configure routers for optimal SIP prioritisation and swiftly diagnose network transmission problems.