Job Description: and Requirements
Provides technical and engineering insight and direction to support and improve usability, applicability and adoption of products, platforms and solutions to meet customer business needs.
Diagnoses, troubleshoots and resolves complex technical issues on customer installations; deploys and trains customers on new implementations and capabilities.
Reviews and analyzes feedback on product and solutions performance from customers and other application partners; works directly with Research and Development (R&D) to develop and implement technical roadmap, specifications and validation for improvements and enhancements.
Partners with customer technical leaders and Sales to identify business challenges, develop effective technical solutions for new accounts and increase utilization and retention of products on current accounts.
Key Leveling Differentiators:
Complexity and type of products/platform supported
Balance of technical and customer relationship management capability
Scope of responsibility and net impact of the role to the business
Typically requires a minimum of 5+ years of related experience. Possesses a full understanding of specialization area plus working knowledge of multiple related areas.
Independently resolves a wide range of issues in creative ways on a regular basis. Customarily exercises independent judgment in selecting methods and techniques to obtain solutions. Performs in project leadership role.
Contributes to complex aspects of a project. Determines and develops approach to solutions. Work is independent and collaborative in nature.
Provides regular updates to manager on project status. Represents the organization on business unit and/or company-wide projects. Guides more junior peers with aspects of their job. Frequently networks with senior internal and external personnel in own area of expertise.