Central Bath HQ
Chief Customer Officer
Thursday, 28 February 2019
The Solution Architect is the technical service expert who helps customers and partners of Actual Experience derive the greatest value from use of the company’s digital experience quality analytics service. The role supports sales productivity and deal flow by securing the “technical close” in complex solutions. He/she collaborates with sales, service, R&D, and technical support resources to ensure proposed deals include technical solutions that accurately address customer needs and are appropriately supported by key customer technical decision-makers. The SA is the lead technical resource in all account Pre-Sales engagements and, as such, needs to be able to perform validation as engagements transfer from the Pre-Sales to Deployment. These engagements will be expected to inform feedback into the ongoing development of best practice, requiring interaction with all other teams within Actual Experience from Sales to Development. There will also be additional responsibility for customer stage field testing
You will be a lead technical resource on all matters of digital experience quality for all customer types. To be effective in this role, you will possess broad technical acumen and practical experience with complex digital products, services, and architectures. Our customers are among the largest, most demanding enterprises and service providers, so our people must be able to operate successfully in dynamic, complex commercial and technical environments.
Identifies current and future customer requirements by establishing personal rapport with potential and actual customers and other persons in a position to understand service requirements. Provides product, service, or equipment technical and engineering information by answering questions and requests
Support Sales lead as required to generate business against associated targets
Build customer proposals alongside the relevant Sales lead
Validation of customer proposals at the end of the sales process to ensure maximum customer success
Work with customers, partners and the Deployment Architect to plan service deployments as required
Analyze customer data, present conclusions derived from the service and transfer skills to customers to enable them to maximize value from service
Respond to technical questions from customers and partners
Provide technical training and promote skills transfer and adoption for optimal use of the service(s)
Provide feedback to the development and management teams as required to enable service improvement and development of best practice
Responsible for customer stage field testing
Minimum six to ten years of sales or sales engineering experience in a business-to-business, large /strategic customer segment; or
A record of achievement and technical solution expertise in a comparable sales role.
Excellent communication skills
Ability to assimilate concepts rapidly and work within a light-touch management framework
Ability to analyze complex ICT environments and present clear conclusions
Broad technical understanding of enterprise and service provider service architectures: fixed and mobile network architectures; public, private, and hybrid clouds; IP, TCP, and UDP protocols
Broad technical understanding of cloud service architectures, software product architectures, and other types of SaaS, cloud or hosted service
Experience of deploying network-based services in an enterprise or service provider environment
Experience both as an individual contributor and in growing a team
Ability to work effectively in a fast moving and challenging environment
Ability to work remotely and travel frequently (<50% of time)
Strong team player with good service ethic and ability to work effectively with other functions
Excellent organisation skills with keen attention to detail
Flexible and willing to take on a variety of tasks
Proven ability to think, describe, and operate outside the box
Must be eligible to work in the UK
Actual Experience plc will collect your personal information for the purpose of the recruitment process, to evaluate your skills and suitability for the role you applied for, and to make any necessary adjustments where applicable. We will only use the information you provide to us, directly or indirectly, as part of your job application. Your personal information will be processed in compliance with the General Data Protection Regulation (GDPR).
If your application is successful and we decide to offer you a position with us, we will save the information we have collected about you during the recruitment process onto our internal company systems. We will also share some of your personal information with third parties to carry out a background check, including a criminal convictions check, obtain references from previous employers and to register you with our employee benefits provider.
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