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Solution SME

Location:  Toronto
Requisition-ID:  3649

In a fast changing world, it takes pioneering spirit to create trustworthy technology. We enable secure connectivity and payment solutions for billions of people around the globe. At G+D Mobile Security, you will play a key role in realizing the digital transformation.

JOB SUMMARY: 
This is a customer focused, technical job to initiate and develop relationships with customers and work as an architectural expert in customer engagements. The Solution SME is responsible for the solution description and statement of work towards the customer, setting the design of the solution and keeping track of service changes from sales throughout project execution to service delivery, and also drives change requests.
The Solution SME provides technical expertise and works closely with Solution Sales Managers in pre-sales and sales of services, and with Customer Service Managers in post-sales.

 

Important skills for the Solution SME include deep technical and architectural knowledge of services provided by Professional Services, a service orientated selling approach, strong interpersonal skills and customer orientation. 
 
ACCOUNTABILITIES:

  • Provide technical competence in pre-sales and post-sales by translating customer requirements and describing technical solutions, selecting and combining own and 3rd party products and services and defining additions to build individual customer solution
  • Translate customer problems into detailed technical architecture and interfaces to be covered by G+D products and services
  • Create solution description, including design, specification and documentation of technical solution comprising hardware, software and 3rd party services with support from the Solution Sales Manager
  • Technical and architectural assessment of customer requirements vs. solution portfolio
  • Create change requests on existing and new customers with service architecture and technical competence
  • Design and maintain customer solution based on standard portfolio of new and existing opportunities
  • Act upon the input provided by Regional Head Service & Solution Sales in regards to customer requirements around solutions, products and services

 

RESPONSIBILITIES

  • Secure sign-off of solution description with customer
  • Conduct technical workshops, present technical solutions/use cases and perform training and consulting services with customers in collaboration with Solution Sales Managers and Customer Service Managers
  • Complete DCT product and services component list including costing, definition and scoping of customizations
  • Engagement and trust-building with relevant technical stakeholders from customer during solution scoping and design
  • Complete the technical SOC in collaboration with Solution Expert and Product Manager in Mobile Security
  • Costing for customizations in collaboration with Product Management, R&D and Service Operations
  • Support to and interaction with other jobs an functions:
    • Support Customer Service Managers with change requests, renewals, upgrades of deals in regards to technology, training and consulting
    • Support Solution Sales Managers with deal shaping, scoping, service architecture, technical competence, change requests, compliance, solution description and documentations, standard offering and customization, training and consulting from RFx process to service implementation
    • Support Account Management with service architecture, technical competence, from RFx process to service implementation
    • Support Service Owner in shaping service portfolio with input related to technical customer requirements
    • Support Project Managers with project kick-offs, change of scope in project execution, verify delivery towards sold services in project closure with regards to customer communication and customizations
    • Service Operations during service delivery with regards to customer communication, proactive troubleshooting
    • Collect feedback from Regional Head Service & Solution Sales on customer requirements around solutions, products and services from the market
  • Follow Professional Services global policies, procedures and tools
  • Consider and meet compliance and information security requirements in pre-sales and sales of services
  • Evaluate, improve and add applicable work instructions
  • Identify and address day-to -day continuous improvement activities towards Regional Service Quality Manager and/or supervisor for further action, related to tools, procedures and compliance fulfilment
  • Timely and accurate time reporting

 

QUALIFICATIONS and SKILLS:
General education and experience

  • University degree in engineering or related technical field
  • Minimum of 3 years of experience with service software solutions within the B2B segment
  • Experience in R&D, IT and/or related engineering field
  • IT, Telecommunications and/or Payment industry experience
  • Solution Architecture and solution scoping experience
  • Experience of writing customer proposals and reports and be proficient in technical dealings with customers on the phone and in meeting
  • Experience with working across different cultures
  • Preferably experience with frequent customer contact and interaction

 

General knowledge and skills

  • Deep understanding of complex software solutions
  • Understanding of IT, cloud technologies and security information systems
  • Knowledge in mobile networks, authentication platforms, secure domains, data generation, TSM and OEMs
  • Advanced technical skillset in the Solution Sales area, e.g. cloud computing and open stack
  • Service and solution sales knowledge
    • Service specific knowledge
    • Service Lifecycle Management, SLAs, deployment scenarios
    • Market trends (e.g. XaaS, Cloud, Virtualization, Digitalization)
  • Knowledge of IT and solution architecture
  • Understanding of ITIL processes and Service Management
  • Basic understanding of the entire development process. Advanced understanding of the sales process
  • Accustomed to work with short deadlines in customer engagements
  • Ability to present technical information in a pedagogical manner
  • Service orientated selling approach
  • Customer and service orientation
  • Business acumen during pre-sales phase
  • Drive for self-learning and improvement
  • Ability to adapt to changes
  • Ability to follow given processes, procedures and work instructions
  • Strong verbal and written communications skills, listening and teamwork skills
  • Fluent written and spoken English

 

 

Giesecke+Devirent Mobile Security America, Inc. endeavors to make https://www.gi-de.com/en/us/career/jobs/ accessible to any and all users.  If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Human Resources at (703)480-2300 or hr-us@gi-de.com. 
 

Giesecke+Devrient Mobile Security America, Inc. is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity

We are looking forward to receiving your application!

Giesecke+Devrient Mobile Security America, Inc.
45925 Horseshoe Dr, Sterling, VA 20166
https://careers.gi-de.com/GieseckeDevrientMS
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