Job description

THE ROLE:

This position requires daily customer, business partner and internal team interaction. Together with the Enterprise Relationship Manager, you will be engaged in a customer’s journey from the discovery phase to the post sales handover. A key part of the role is documenting progress of customer opportunities in the CRM, keeping track of technical issues in the IGEL support system and utilizing this system to delegate, engage your peers and move sales opportunities towards closure. Based on customer or field marketing activities, expected travel could be 25%-75% of your work time. A strong desire to learn and a “can do, want to learn” attitude is needed. You will be working with an experienced, motivated team that is willing to share their knowledge and experience to help you expand your skillset and succeed in reaching your goals.

Candidate must live in the NYC Tri-State Area

ESSENTIAL JOB FUNCTIONS:

Be part of a team of engineers providing excellent service to our customers and partners
Use of remote tools to demonstrate IGEL solutions and to assist customers during Proof-of-Concept
Articulate solution architecture adhering to IGEL reference architecture and best practices
Work through technical issues at the operating system level
Build and maintain customer and partner rapport through on-site visits and virtual meetings
Manage technical issues, solutions, and sales opportunity progress by creating cases within our helpdesk system
Position IGEL services and support offerings as they fit the needs of the customer
Promote IGEL training offerings and IGEL Certifications
Demonstrate our technology at industry events and tradeshows
Manage technical case escalation to maintain forward movement on sales opportunities
Ensure clear, professional communication between our teams and the customer
Contribute to customer-facing and internal technical documentation and guides
Continue education by attending training sessions and reading technical documentation
Prior experience working opportunities with channel partners is preferred
Build strong relationships with their key focus partner counterparts and share best practices
Ability and willingness to travel as needed
Collaborate with teams from Development, Customer Engineering, Advanced Services, Sales, Marketing and Leadership

REQUIRED QUALFICATIONS:

Personal Skills

Strong written and verbal communication skills with the ability to communicate effectively with engineers, sales teams and management
Strong presentation skills
A team player who is influential and builds good working relationships across all levels
Flexibility, integrity, and creative problem-solving skills are imperative to be successful in this role
Ability to communicate via phone and email is required
Positive work ethic
Ability to listen effectively and show patience while working with customers, colleagues, and partners
Ability to learn new technologies quickly
Ability to work independently under minimal supervision
Ability to take effective notes
Ability to multitask effectively and work under pressure
Positive work ethic

Technical skills

Experience with Call Center use cases and applications (ex: Five9, Avaya, Genesys) is preferred
Working knowledge of Linux Operating Systems
Experience with IGEL OS or other Thin Client/Endpoint operating systems is a plus
Working knowledge of Windows Operating Systems
Experience in Remote Desktop Services, Azure Virtual Desktop, AWS, Citrix, VMware Horizon environments
Knowledge of networking concepts, including TCP/IP, DHCP, DNS, et al.
Good understanding of the solutions offered by IGEL’s technology partners

WE OFFER:

Health, dental, vision, and prescription benefits (employee premiums covered by IGEL)
10 company-paid holidays per year
15-20 days of PTO per year (15 days in the first year and 20 each year thereafter)
401(k) plan with 100% company match, up to $5,000 per year
Monthly home office allowance
Remote working opportunities and flexible working times, so you can combine your demanding work with your private goals
Employee Assistance Program (EAP) and Financial Wellness tool
Company-paid life insurance policy, long-term disability (LTD), and short-term disability (STD) coverage
Wellbeing apps, including Rightway, Headspace, Gympass, Carrot and Ginger.
Training and development opportunities to advance your career
President’s Club for the highest performing salespeople and overachievers
An amazing culture powered by a workplace run on trust, empowerment, and feedback with a positive, inspiring working atmosphere
A highly motivated team that is already looking forward to your support in developing strategies and achieving common goals, together with you!

IGEL is an equal opportunity employer and makes employment decisions on the basis of merit. We want the best available person in every job. Our policy prohibits unlawful discrimination based on color, creed, sex, religion, marital status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, or any other consideration made unlawful by federal, state or local laws.

Additional information
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