JOIN THE ENOW TEAM

JOB PURPOSE 

The Account Executive will build sales by prospecting for new enterprise clients and developing existing customer relationships. 

Duties and Responsibilities 

• Deliver profitable new sales and renewals on a regular basis. 
• Manage the sales process from initial opportunity through securing of the client purchase order, and monitor the implementation to ensure successful service delivery 
• Develop and execute against a comprehensive strategic account plan
• Regularly contact existing key accounts to ensure we are continuing to bring value and renew software subscriptions.  
• Upsell and cross sell to maximize client value.  
• Work with the pre-sales team to demonstrate and present solution propositions to prospects and decision-making teams. 
• Map solution capabilities to business requirements through a professional and ethical business approach 
• Successfully navigate through a professional solution selling process 
• Develop and maintain a high level of understanding of ENow’s value proposition and present these in context to the client’s requirement 
• Engage constructively with the marketing department to develop strategic campaign plans to generate new business opportunities 
• Produce high quality, sound quotations / proposals, adhering to company procedures and standards  
• Reliably forecast sales revenue based on knowledge of the client’s needs and purchasing process. 
• Be responsible for managing and networking with various channel partners/relationships 
• Daily management of the accounts and keeping the CRM up to date  

Qualifications 

• Minimum of four years in a related technology field in software sales  
• Experience in small to medium SW technology solutions a strong plus 
• Strong verbal and written communication skills are required  
• Strong interpersonal skills 
• Familiarly of Salesforce CRM is a plus  
• Regular travel will be required 
• Ability to travel 25% of each month.

About the Role

We are looking for a self-motivated, enthusiastic, and driven individual to join our rapidly growing sales team as a Client Success Representative. In this role, you will be responsible for supporting and renewing a subset of our client base. 

Our Ideal Candidate

• Has great interpersonal skills –We’re looking for someone with high emotional intelligence (EQ). As a customer success representative, you will be responsible for building relationships with our customers. It’s your job to gauge customer satisfaction and address their concerns in order to improve customer retention rates.
• Is a great listener – Of course communication skills and the ability to convey ENow’s value propositions are important, however so is listening. The ability to listen attentively, convey understanding, and follow through on agreements is pertinent to success in this role. 
• Has a will to win – We’re a fast-paced company, we make decisions and we drive. While our team is available should you need help, no one is able to hold your hand through daily tasks. This requires you to get creative with problem-solving and navigating accounts.

Responsibilities

• Directly contribute to revenue via client retention
• Qualify inbound leads
• Convert marketing--qualified leads to sales-qualified leads
• Lead routing & coordination

Qualifications

• 2+ years of sales/account management experience
• Demonstrated understanding of the Information Technology industry
• Effective oral & written communicator
• Highly organized with the ability to handle multiple job functions
• Ability to keep people and teams working together with effective communication

Job Description

As a Presales Engineer, you’ll maximize sales opportunities by providing technical expertise and support to prospects, customers, partners, and the sales team. You’ll demonstrate how our products can solve customer problems and produce referenceable accounts with positive brand awareness.

You care deeply about helping our customers succeed while also meeting your revenue targets. The majority of your time is spent working closely with the sales, product, and marketing teams to understand buyer priorities, the challenge to solving them, and then showcasing how ENow Software can help our customers successfully manage the Microsoft collaboration suite such as Office 365.

If you are a technical leader that can build customer relationships by using previous experiences as an Office 365 or Microsoft Exchange engineer then this is the role for you!

Key Responsibilities

• Scope the technical solution required to address both buyer and user requirements, along with assessing met and unmet needs to optimize value.
• Obtain from the customer's technical team the commitments needed to ensure a technical close through advanced industry knowledge, technical skill, and credibility.
• Deliver business-focused presentations to executive teams by articulating how ENow technology can be used to solve business outcomes.
• Own technical engagement with customers and communicate ENow Software's value, while working with potential customers through issues or concerns to develop and determine a successful outcome.
• Deliver a technical deep dive with the IT administrator and convey how these technical concepts can positively impact the business to the Director of IT.
• Partner with internal engineering and product teams to provide feedback regarding our product and the competitive landscape in order to continuously innovate and stay at the forefront of customer needs.
• Support and partner with Sales on all elements of the sales process including training, customer presentations, proposals, and technical reviews through the close of new business.
• Develop a deep understanding of ENow Software's product capabilities, integrations, configurations, and partner ecosystem.
• Stay informed of the competitive landscape.
• Build and grow a team of Presales Engineers.
• Cultivate an environment of teamwork, authenticity, collaboration, and ambitious innovation.

Accountabilities and Performance Measures

• Achieves productivity and profitability quotas.
• Increase deal throughout.
• Maintains high customer satisfaction ratings that meet company standards.
• Completes training objectives within assigned time frames.

Organizational Alignment

• This position will be reporting directly into our Chief Technology Officer
• Reports on a dotted line to the VP, Sales.
• Works closely with our incredible sales, marketing, and product teams.

Qualifications

• 5+ years of experience in Presales engineering roles within in the Microsoft collaboration space (Active Directory, Microsoft Exchange, Microsoft Teams, and Microsoft 365).
• Experience demonstrated in a previous technical delivery role (e.g. consultant)  focused on Microsoft collaboration technologies (Exchange, AD, Microsoft 365)
• A record of achievement and technical solution expertise in the B2B segment.
• Bachelor’s Degree preferred.
• Experience selling to IT clients.
• Excellent written and verbal communication and presentation skills.
• Proven technical skills and outstanding interpersonal abilities.
• Ability to explain technical concepts to both highly technical and non-technical stakeholders.
• A high degree of comfort speaking with technical administrators and IT management.
• Demonstrable planning and project management skills.

Duties & Responsibilities

• Drive to solve technically complex, strategic, high-profile or long-running customer cases that may require interaction with Software Engineering teams.
• Own issue from escalation to resolution - troubleshoot and solve escalated customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams, ensuring timely customer communication and delighting our customers with resolution.
• Seek to identify trends and cases that require escalation (either technically or strategically) from current caseload.
• Provide creative input to Departmental practices and standards including tools, procedures and guidelines to help improve efficiencies and customer satisfaction.
• Contribute to Departmental metrics and KPIs within the team and external reporting with stakeholders, in accordance with industry and technical best practices and benchmarks.
• Create and maintain incident management requests to Product or Engineering teams
• Contribute to support case deflection initiatives, automation and other digital self-help assets to improve customer experience.
• Provide knowledge sharing, technical coaching and mentoring to other teams.
• Drive technical collaboration and engagement outside of Customer Success Team (Product Engineering teams, Presales, Sales, Marketing, Product, etc.).
• Lead or participate in building communities and technical knowledge repositories (internally and externally).
• Support Engineering product development lifecycle, may include contributing your ideas and feedback on new features to Product team, providing QA team feedback on customer environments and challenges, trying out new features, implementing new customers, supporting Alpha/beta cycles with clients and more.
• Contribute to lab and environment strategies, including environment setup and maintenance for issue reproduction, testing and resolution.
• Write technical documentation as appropriate, for internal and external consumption.

Requirements

Technical Skills

• 5-8 years’ experience hands on IT/Network/Systems administration role in Microsoft Environments
• 5+ years’ experience in customer facing role
• 5+ years’ experience with Microsoft server technologies
  • Active Directory, Exchange, Office 365, SQL, IIS – must have experience with troubleshooting and advanced configurations.
• Advanced knowledge of Networking concepts and communication protocols
  • Understanding of the OSI model and layers is a must
  • Ability to understand and troubleshoot tracking in complex network configurations with DMZ, routing, third-party proxy solutions, network traffic and load balancers
• Flexibility to support evening and weekend issue coverage (not the norm, but it does happen occasionally)
• PowerShell scripting guru (create new and troubleshoot existing)
• Must have solid understanding of security and best practices in enterprise environments with change control and compliance governance. Experience with the following preferred:
  • Third party authentication (Okta, Ping, MFA)
  • HTTP, HTTPS and certificates
  • Conditional access policies
  • Cloud, hybrid and on prem AD and Exchange infrastructures 
• Must have hands on experience with the following:
  • Cloud and hybrid technologies (a plus: Azure App registrations and OAuth flow)
  • Troubleshooting 0365 components
  • Troubleshooting Exchange Online, SharePoint Online and Teams components
  • Solid debugging skills
  • SQL knowledge of server + ability to create queries and simple database functions

Other Skills:

• Excellent communication skills (orally and written) with a high attention to detail and technical accuracy.
• Great organizational and time management skills; tasks are time box and deadline oriented
• Exceptional problem solving, analytical and critical thinking skills, creativity appreciated
• Thrive in a fast paced dynamic work environment with high degree of tolerance for change, we are growing commercial software company, we enjoy it and have fun but sometimes project priorities can change.

Other Requirements:

• Bachelor's degree in computer science or equivalent background and experience.
• Commercial software company experience preferred.
• Minimum 5 years of professional IT role and customer facing.
• Certification and technical trainings preferred, but not required.
• Customer Service Attitude – we are passionate about serving our customers