Lead Solutions Engineer, Channel

4 days ago

Palo Alto, California, United States Talkdesk Full time
Job Title: Lead Solutions Engineer, Channel

At Talkdesk, we are a team of courageous innovators dedicated to redefining the customer experience. We are seeking a highly skilled Lead Solutions Engineer, Channel to join our team and help us achieve our mission.

About the Role:

We are looking for a seasoned professional with a strong background in partner channel experience, preferably in CRM, hosted contact center, VoIP/Telecommunications, or similar technology. The ideal candidate will have a proven track record of selling to Enterprise and Mid-Market executives, convincing C-level and director-level executives of the technical merits of the software solution.

The successful candidate will be responsible for collaborating with our Channel network of Master/Sub Agents, Resellers, Strategic Alliance Partners, and ISV Partners to deliver consistent experiences aligned with Talkdesk's sales efforts. They will engage with and support business partners across significant and complex product and project areas, nurture and maintain strong positive working relationships cross-functionally within Talkdesk and with Channel account teams and senior-level executives.

The Lead Solutions Engineer, Channel will provide guidance and consulting for new and existing Channel partners, helping drive performance and achievement of strategic objectives. They will support the implementation of Talkdesk Channel go-to-market strategies, seek opportunities to boost incremental sales and develop new sales pipelines, and develop and deliver educational training for our Channel in conjunction with our internal teams in Sales, Product, Professional Services, Customer Support, and other departments.

The successful candidate will take ownership of the technical relationship with our Channel to drive customer satisfaction by proactively managing and delivering technical information to our Channel. They will be responsible for all current and roadmapped technical solutions along with competitive differentiators for the Talkdesk Channel onboarding cycle, including ongoing maintenance of Channel knowledge to accurately represent and promote Talkdesk.

The Lead Solutions Engineer, Channel will conduct technical solution demonstrations and develop materials necessary to accelerate Channel and customer acquisition. They will represent Talkdesk at field events such as conferences, seminars, and recommend Talkdesk partner infrastructure improvements as Channel needs dictate. They will also provide feedback to the product team concerning partners' requests for product enhancements.

Requirements:
  • 4-8+ years of Partner Channel experience as an SE for a CRM, hosted contact center, VoIP/Telecommunications company or similar technology
  • Must be successful selling to Enterprise and Mid-Market executives, and convincing C-level and director-level executives of the technical merits of the software solution
  • Familiarity with Master and Sub Agencies in the CCaaS / UCaaS space is a plus
  • B.S. Computer Science, Engineering, or equivalent work experience
  • Broad understanding of the contact or call center market
  • Excellent interpersonal, communication, persuasion, presentation, and writing skills
  • Must be willing to work in a fast-paced startup environment
  • Proficiency in using hosted contact center applications would be a distinct advantage
  • Outstanding problem-solving skills, including the ability to meet a business requirement with a technical solution
  • In-depth knowledge of Customer Service Software, ITSM, Data Warehousing, Business Intelligence is a plus
  • Creative and passionate about partnering; exceptional ability to develop relationships
Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. We will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.

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