Customer Engagement Director

Job Description:

The Customer Engagement Director is responsible for driving Engineering Services and Solutions by supporting the KAM organization including Design, Optimization, transport and applicable 3GPP offerings. The position is part of the NDO which develops innovative & profitable services solutions for Ericsson's Region North American customers. This position will be dedicated to one of the RNAM Tier1 Operator. This work is done according to Ericsson Sales processes and assures contributions from across the organization.

Responsibilities & Tasks

Perform strategic business analysis and market development activities via research and analysis of market, technologies, standards, customer requirements and competitor trends for the development of Engineering Services Solutions using Total Cost of Ownership models. Support KAM by preparing market requirement specifications for new and/or enhanced services. Interface with various groups to secure development of offerings that meet customers' needs in a timely manner. Organize and lead Engineering Services discussions with KAM and Customers with focus on RAN technologies and network infrastructure capabilities, i.e. technology benefits, network characteristics, services and features, dimensioning and capacity analysis based on end-user behavior and applications, transport, KPIs, etc.

Participate in the Ericsson sales process, by performing and/or supporting Pre-sales activities and the Customer Solution Responsible (CSR) role. Participate as needed in RFx responses, tenders, presentations, consultations and commercial proposals by providing costing information, total solution value argumentation. Provide guidance and input on Services dimensioning as needed. Meet customers and guide them into purchasing Ericsson services and solutions. As technical lead, drive customer trials, market introduction (FOA projects) and solutions readiness programs in the Region.

Activities include, but are not limited to:

Services Sales push
Customer engagement orchestration as prime interface to the KAM and customer
Deliver customer value & thought leadership
Lead virtual/functional team to support KAM to grow within & beyond current business
Conduct in-depth business focused discussions with the customer & analyze customer business environments, requirements, plans & issues
Generate & manage leads to increase the sales funnel
Perform value argumentation through generating customer business cases

Position Qualifications:

Core Competences the candidate must have:

Hands-on experience in a subject matter expert role in the Engineering area is required.
Previous experience in a customer-facing organization.
In-depth knowledge of Radio Engineering solutions, products and technologies include Mobile Backhaul, Fronthaul, Microwave, IP/Ethernet network interfaces, services, features, protocols, QoS, O&M, KPIs, and network performance.
Solid understanding of RAN technologies of 2G/3G/4G, related standards and technology evolution (3GPP etc.)
Excellent knowledge of both competitive and industry IP/Ethernet technologies.
Industry Knowledge of evolving 5G, IP Broadband and converged technologies, vendors, competitors, and service partners
Knowledge with devices and radio networks is a plus.

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