SUMMARY
The role of Technical Solutions Sales Specialist (TSSS) is focused on the operational and sales support of the managed services offering. This is achieved by, first, supporting the operations of the Managed Services through queue management and reporting for customers. This will include reviewing escalations, ticket response times, regular reporting to customers, and new customer onboarding. Second, to assist in driving pipeline opportunity creation with the sales teams. The TSSS will assist in achieving sales targets for assigned vendors, and their “as a service” suite of products available on our cloud marketplace, through tactical execution of sales and marketing campaigns in partnership with the inside and outside sales teams. The Technical Solutions Sales Specialist is the primary partner resource for solution positioning and product information, opportunity support, and education on D&H’s managed service options. Partner relationship building, technical sales support, strong technical acumen, and high capacity for communication and production are key skills required for success.
ESSENTIAL DUTIES AND RESPONSIBILITIES
· Communication. Articulate the D&H Modern Solutions strategy and value proposition.
· Technical Acumen. Maintain high level business and technical acumen related to modern solutions technologies, managed and professional technology services and associated business models.
· Results Oriented. Demonstrate strong drive for results and success; convey a sense of urgency to achieve outcomes and exceed expectations; persist despite obstacles, setbacks and competing influences.
· Metric Management. Achieve key metrics including phone activity, ticket performance, customer reporting, sales opportunity assistance through PSA and RMM tools
· Campaign Execution. Execute technical sales support activities as assigned for sales and marketing campaigns in a timely fashion.
· Relationship Management. Identify and assist in developing relationships with existing or potential partners with ability to drive significant revenue opportunities.
· Operational Support. Review and manage ticket queues, SLA performance, response times and quality of managed services delivery.
· Collaboration. Work in tandem with the D&H sales organization, cross departmentally, and with targeted managed services and cloud vendor resources to coordinate, develop and win sales opportunities.
· Delivery Partner Management. Document and create reporting and for KPIs related to Managed Services offerings for measuring delivery partner performance as well as communicate with customers.
· Drive. Promote a culture of high energy, creativity, leadership, timeliness, professionalism, desire to learn, and willingness to contribute to continuous improvement.
· Professionalism. Represent D&H professionally in daily ongoing interface with customers and vendors, and adhere to company policies, procedure and ethics.
KEY METRICS
· Managed Services Ticket SLA performance
· Opportunity Creation with Sales Teams
KNOWLEDGE, SKILLS, and/or ABILITIES
· Represent the organization well by interacting in a professional, courteous and positive manner with all clients.
· Serve as the main escalation point for the Service Desk Specialists
· Handle escalations from our client contacts
· Respond quickly and accurately to all client requests
· Understand your level of authority when making commitments with clients
· Listen for concerns and identify areas requiring further attention from the management team
· Always be aware of and pass on new revenue opportunities
· Monitor day to day service desk operations
· Monitor ticket queues and ensure tickets are being followed up on per client and agreements
· Monitor RMM agent performance and other communication methods and adjust as needed to ensure SLAs are being met
· Monitor and review daily reports
· Monitor agent performance to include calls and tickets assigned to agents to ensure standards are being met for accuracy and quality
· Work with all assigned agents to ensure individual KPI goals are being met
- Aid in identifying scheduling gaps or areas of improvement
- Proven IT prospecting, business development, sales, relationship management skills.
· High capacity for product knowledge and technical acumen.
· Strong presentation and communication skills.
· Solid technical acumen and understanding of cloud and managed service provider business models.
· Ability to understand operational processes.
· Analytical and problem-solving skills.
· Ability to think and work creatively to develop joint value propositions.
· Self-motivated with good time management skills.
· Results oriented with strong financial forecasting skills.
· Ability to qualify and prioritize business opportunities.
EDUCATION and/or EXPERIENCE
· Bachelor's Degree in Business or equivalent industry experience such as HDI, ITIL, A+
· Strong technical knowledge of Microsoft Office 2010-Office365, Windows 7 – 11, Active Directory, VPN, etc
· 3+ years of helpdesk experience in a call center environment.
· 2+ years as a helpdesk team lead in an ITIL service desk
· Telesales process and pipeline management experience.
