The Solutions Consultant works with the Sales Account Executive on developing identified business opportunities. The Solutions Consultant works in a consultative role to understand customer needs (functional & technical) and maps them to Genesys software, services, and consulting offerings.
You will work with all levels of customer organizations tailoring the messaging to meet the needs of various business and technical stakeholders including C-level decision-makers.
This role is imperative to the success of sales opportunities.
Key Responsibilities :
To support the Benelux Sales team to be successful within the territory, by defining the business value of Genesys solutions through tasks including the following :
Operational Walk-throughs / Discoveries : leading discovery sessions to walk through an organization’s current methods of operation and provide recommendations on improvement opportunities.
This may include sessions inside the customer interaction department to observe the customer experience as well as sessions with team leaders, operational staff, and management.
The typical output from the above will be :
Walk our clients through Genesys solutions via demos, workshops, and presentations to outline how our applications deliver customer experience transformation and outline benefits for specific users such as agents, supervisors, and administrators.
Create or provide documentation, such as Discovery, Architecture & Solution Design Proposals, to ensure a smooth transition to professional services.
Example customer journeys before and after.
Present ideas recommendations on how the customer should embark on improving customer Journeys.
High-level business benefit model and ball-park costs for delivery of identified solutions.
Customer Vision Sessions : Sessions to work through existing Customer Journeys and to define where Genesys solutions can be implemented or enhanced in order to deliver an improved customer experience.
These will be workshops with a number of individuals with the outputs comprising a sub-set of the above or leading to a more detailed Walkthrough.
Other Tasks :
Owning the responses in RFXs as needed.
Helping to demonstrate the value of Genesys in our Customer Experience Centre.
Ensuring everything is captured in the pre-sales phase to ensure a smooth transition into implementation.
Minimum Requirements :
up to 5 years of relevant professional experience, including the following :
Technical knowledge covering associated Contact Centre technologies, such as surveys, quality management, recording, workforce management, IVR, PCI-compliance.
Experience working in some of the following areas, VOIP, SIP, Messaging, Carrier Infrastructure, networking, and security.
Familiarity with cloud platforms (Amazon Web Services, Microsoft Azure) and cloud application architecture (Microservices, Kubernetes & Docker).
Proven experience in defining the return on investment in any given proposal.
Being able to propose a solution that is mapped to the business requirements, including scoping of functional and non-functional specifications, High-Level Design, Sizing, etc.
Being able to prescribe to the customer about in which order will be best to implement a solution to minimize impact and maximize benefit.
Be a Grade A+ in presenting skills, with the presence and gravitas to be able to command workshops to successful conclusions.
You will be outgoing, energetic & passionate about our solutions, you’ll be comfortable in articulating our solution and convincing decision-makers.
Desire to become a highly valuable and respected member of a growing team, to foster team spirit, and share knowledge.
Native Dutch language skills