Senior Technical Solutions & Services Specialist - Confirmit - Emeryville, CA

Confirmit now employs over 400 people and has offices in Oslo (headquarters) and Grimstad, Norway; London, UK; New York and San Francisco in the US; Vancouver in Canada; Chengdu in China; and Moscow and Yaroslavl in Russia. Our client list includes globally recognised brands such as Best Buy, British Airways, Disney, Google, Halifax Bank of Scotland, HSBC, JP Morgan Chase, Microsoft, Nielsen, Safeco Insurance, Statoil, Symantec, Toyota, Virgin Media, Yahoo, Zynga, etc.

Reporting to the department Director, the Senior TSS Specialist will be a key member of the US Technical Solutions and Services team.

Works directly with Clients and Prospects, Sales, Program Management, Technical Solutions Developers, Solutions Consultants and external vendors to create the detailed technical design and solution implementation of various programs implemented on the Confirmit platform.

Responsible for providing: Pre-sales technical consulting work with Solutions Consultants and Sales Account Managers; Product presentations and training; Project Management (as part of a single project or a larger enterprise solution program working with the Program Manager); Consulting to clients on platform solutions understanding business requirements and creating the required technical solution definition for non PM assigned accounts; Development and implementation of solutions using the Confirmit platform.
Core/Primary Responsibilities Develop detailed technical design specifications for project SOW; Requires the ability to successfully implement the defined solution based upon agreed to deadlines; Determine outsource vs internal delivery; Set up, develop and manage survey and report solution as required by the project SOW; Perform project demonstrations in-person or online; Provide client training on the overall Confirmit platform; Respond to technical questions; Resolve any client requirements and platform gaps; Assistance in the creation RFP/ RFI requests; Contribute to usability enhancements; Development of offline reports and reviews.
Secondary Responsibilities Management of projects that do not have an assigned Program Manager; Adhere to the processes in place for project delivery; Will act as the technical point of contact with the client; Working with team members, on multiple accounts, this person will develop the plan and manage all aspects of an engagement; Manage change and resolve conflicts that can impact deadlines; Manage the development and deployment process working with a remote development team and the customer project team; Develop new project Statement of Work proposals with scope, effort and cost; Manage project budget; Assess client requirements and provide viable solutions; Complete RFP/ RFI requests; Describe solutions to clients on how to integrate Confirmit into their business.
QUALIFICATIONS:

Overall this individual must be capable of working in a time-compressed, highly dynamic & potentially ambiguous client situation to ensure innovative, impactful solutions are developed and milestones and deliverables are achieved.
5+ years' experience in a CEM/VoC/EFM solutions environment managing large enterprise accounts; Confirmit Horizons platform knowledge and experience in solution development; Experience managing multiple projects and diverse commitments and delivering to high quality and tight timelines; Bachelors’ Degree or equivalent experience; Superior communication skills in order to communicate Confirmit solutions to a wide range of audiences including existing customers, prospects, partners, sales team members, industry analysts and media; Ability to build strong relationships, inspire confidence and influence at all levels within a client organization; · Demonstrable ability to deliver technical product presentations and training classes.
Bonus Points:
PMI/PMP Certification Masters’ Degree
Confirmit - 18 hours ago - save job - copy to clipboard Confirmit is the world's leading SaaS vendor for multichannel Voice of the Customer, Employee Feedback, and Market Research applications....

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