Customer Specialist

1 week ago

Delhi, India World Wide Technology Full time
Description

Engagement Specialists lead several of the pre-sales processes for qualified services opportunities. The Engagement Specialist leads the Intake, Scoping, Service Design, and Contracting phases of the services lifecycle. Core responsibilities include creating high quality services statements of work, preparing project budgets and pricing, and teaming with internal and external partner service delivery organizations to thoroughly plan engagements for successful delivery. WWT’s Sales organization is responsible for creating and qualifying business opportunities.

Responsibilities

Perform discovery and requirements gathering. Determine if a custom scoping effort is justified or if a packaged service offering is more appropriateDetermine how WWT will perform the services in scope. This may include preliminary timeline, resource planning, risk assessment, estimating and budgeting, preliminary proposal and preliminary SOW/contract development. Prepare detailed estimates and pricing models leveraging the technical IT expertise of engineers, architects, and project/program managers for validation if required. This does not include the technical solution architecture or engineering of the technology products such as hardware selection and software licensing; this is an Engineering responsibility.Develop statements of work that are accurate, detailed, and meet client objectives while contractually protecting WWT from unfunded scope expansion and other risks. Present SOW and pricing to clients. Balance winning business with creating engagements that optimized for successful and profitable delivery.Based on client feedback revise scope, timeline, and fees if appliable.Review engagements prepared by other employees for compliance and quality control purposes. Follow detailed documentation on the process.Build and maintain strong relationships with WWT Sales and WWT Services stakeholders and other WWT departments and employees.Serve as the point of contact for the Services organization regarding assigned Sales opportunities.Support high-volume and low-complexity engagements independently.Participate in morning meetings (US Pacific & Mountain time) to review work.This position is remote. Video conferencing with other WWT employees is required.

Qualifications

Bachelor’s degree or equivalent industry experience7-12 years of related experience creating, defining, selling, or delivering large scale technology services engagementsExperience with Data Center technologies, such as high performance computing architecture, SAN, hyperconverged infrastructure, with experience creating, defining, selling, or delivering related technology services engagements, is required.Experience with Networking technologies, such as SD-WAN, enterprise routing, enterprise switching with experience creating, defining, selling, or delivering related technology services engagements, is required.Experience with Mobility technology, such as wireless infrastructure and audio visual technology, design and survey Cisco, Meraki, Aruba, DNAC with experience creating, defining, selling, or delivering related technology services engagements, is required.Experience with Digital Workspace technologies, such as Cisco UCM, CUC, CUAC, UCCX, UCCE, Jabber, Webex, Audio Visual with experience creating, defining, selling, or delivering related technology services engagements, is required.Knowledge of cost estimation techniques to accurately assess the cost associated with services projects.Experience writing technical statements of work and sales proposals, in US English with a major information technology integrator or professional services firm.Experience creating and/or working with work breakdown structures (WBS) and budgets for professional services engagements in the information technology field.Ability to work successfully in a complex matrix organizationStrong written and verbal communication skills in US EnglishAbility to work independently, proactive, self motivator but also be a team playerAttention to detailAbility to effectively communicate well (written, verbal, and presentation)Strong team building skills

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