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Sales Engineer, B2B SaaS Customer Support, Dallas

Dallas, TX · Sales
Our client  is the leading B2B-focused customer support solution that brings all of your teams together to increases the enterprise value of your business by strengthening customer relationships.  This results in reduced churn, consistent renewals, account expansion, and advocacy. 

In this role, the Technical Sales Engineer will be focused on delivering value to our clients by being the technical pre-sales engineering expert and provide support to our sales organization regarding our solutions. Additionally, the Sales Engineer will work with our clients to ensure that our solutions and services meet their business objectives as their trusted technical advisor.

The Technical Sales Engineer will interact with the our prospects and customers at various
stages in the Sales process to demonstrate product features and benefits. As an extension of the Sales team, this role is critical in helping to understand the customer’s needs and how to leverage the product accomplish those goals. It will also be important to possess a working knowledge of the competitive landscape, partner tools and items on the roadmap in addition to existing our products or services. You will also be expected to represent our Core Values by championing them with the commitment that demonstrates a true understanding of their significance. 

  • Master our product features, functions and benefits to convey and demonstrate the value to prospects and customers alike.
  • Interacts with prospects and customers via telephone, email, online chat, or in person to provide support and information to help generate new sales, expansion opportunities.
  • Establishes relationships with key stakeholders at various levels within account to strengthen partnership and drive through key initiatives and drive adoption through sharing of best practices.
  • Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
  • Attends critical meetings with various internal stakeholders as liaison sharing prospect/customer needs, challenges and trends to further awareness within the organization.
  • Assists CSMs as a secondary point of escalation to quickly address customer’s needs.
  • Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff. 
  • Drives adoption through ongoing product training and sharing of best practices.
  • Focused on activities leading to continued customer satisfaction, expansion and retention.

Required Skills/Abilities:
  • Excellent communication skills including active listening.
  • Service-oriented with a consultative approach when addressing customer needs and the ability to secure buy in and drive adoption.
  • Demonstrated ability to meet/exceed KPIs and quotas.
  • Proficient computer skills with the ability to learn new software. Microsoft Office, CRM, support platform or helpdesk experience required.
  • Knowledge of, or ability to learn, product, service, or area of customer service specialization.

Education and Experience:
  • Bachelors degree is recommended or 5 to 8 years of equivalent experience.
  • Technical Sales Engineer or client service experience required.
  • Account Management experience a plus.
  • Software/SaaS experience required.
  • Some experience with the product or service to which the specialist will be assigned preferred.
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