THE ROLE
This position requires daily customer, business partner and internal team interaction. Together with the Financial Services Enterprise Relationship Manager, you will be engaged in a customer’s journey from the discovery phase to the post sales handover. A key part of the role is documenting progress of customer opportunities in the CRM, keeping track of technical issues in the IGEL support system and utilizing this system to delegate, engage your peers and move sales opportunities towards closure. Based on customer or field marketing activities, expected travel could be 25%-75% of your work time. A strong desire to learn and a “can do, want to learn” attitude is needed. You will be working with an experienced, motivated team that is willing to share their knowledge and experience to help you expand your skillset and succeed in reaching your goals.
Due to compliance and tax reporting reasons, this position is open to candidates living in the following states : AR, AZ, CA, CT, DC, DE, FL, GA, IA, IL, IN, MA, MD, MI, MO, NC, NJ, NY, OH, OR, PA, TX, UT, SC, VA, WA, and WI.
TASKS AND RESPONSIBILITIES :
- Be part of a team of engineers providing excellent service to our customers and partners
- Use of remote tools to demonstrate IGEL solutions and to assist customers during Proof-of-Concept
- Articulate solution architecture adhering to IGEL reference architecture and best practices
- Work through technical issues at the operating system level
- Build and maintain customer and partner rapport through on-site visits and virtual meetings
- Manage technical issues, solutions, and sales opportunity progress by creating cases within our helpdesk system
- Position IGEL services and support offerings as they fit the needs of the customer
- Promote IGEL training offerings and IGEL Certifications
- Demonstrate our technology at industry events and tradeshows
- Manage technical case escalation to maintain forward movement on sales opportunities
- Ensure clear, professional communication between our teams and the customer
- Contribute to customer-facing and internal technical documentation and guides
- Continue education by attending training sessions and reading technical documentation
- Prior experience working opportunities with channel partners is preferred
- Build strong relationships with their key focus partner counterparts and share best practices
- Ability and willingness to travel as needed
- Collaborate with teams from Development, Customer Engineering, Advanced Services, Sales, Marketing and Leadership
EXPERIENCE AND QUALIFICATIONS :
Personal Skills
Strong written and verbal communication skills with the ability to communicate effectively with engineers, sales teams and managementStrong presentation skillsA team player who is influential and builds good working relationships across all levelsFlexibility, integrity, and creative problem-solving skills are imperative to be successful in this roleAbility to communicate via phone and email is requiredPositive work ethicAbility to listen effectively and show patience while working with customers, colleagues, and partnersAbility to learn new technologies quicklyAbility to work independently under minimal supervisionAbility to take effective notesAbility to multitask effectively and work under pressurePositive work ethicTechnical skills
Prior Financial Services Sales Engineering experience preferredWorking knowledge of Fin / Serv Core business applications (Jack Henry, RiskTurn, Reuters, SAP, Bloomburg, Office)Experience with Call Center use cases and applications (ex : Five9, Avaya, Genesys) is preferredWorking knowledge of Linux Operating SystemsExperience with IGEL OS or other Thin Client / Endpoint operating systems is a plusWorking knowledge of Windows Operating SystemsExperience in Remote Desktop Services, Azure Virtual Desktop, AWS, Citrix, VMware Horizon environmentsKnowledge of networking concepts, including TCP / IP, DHCP, DNS, et al. Good understanding of the solutions offered by IGEL’s technology partnersWE OFFER :
Health, dental, vision, and prescription benefits (employee premiums covered by IGEL)10 company-paid holidays per year15-20 days of PTO per year (15 days in the first year and 20 each year thereafter)401(k) plan with 100% company match, up to $5,000 per yearMonthly home office allowanceRemote working opportunities and flexible working times, so you can combine your demanding work with your private goalsEmployee Assistance Program (EAP) and Financial Wellness toolCompany-paid life insurance policy, long-term disability (LTD), and short-term disability (STD) coverageWellbeing apps, including Rightway, Headspace and WellhubTraining and development opportunities to advance your careerIGEL is an equal opportunity employer and makes employment decisions on the basis of merit. We want the best available person in every job. Our policy prohibits unlawful discrimination based on color, creed, sex, religion, marital status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, or any other consideration made unlawful by federal, state or local laws.
Additional information
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