Offering Technical Architect - CX

Company Overview

NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai.

Responsibilities

The Offering Technical Architect role is responsible for complete ownership of the technical sale during customer and partner pre-sales activities.

• Sales Execution: * Successfully plans and executes sales activities within the sales process. * Total ownership of the technical sale during customer and partner pre-sales activities. * Leads sales and partners in scoping NWN Offerings to meet customer requirements. * Analyzes client business needs and recommend appropriate business solution/strategy. * Participates in the planning and design process by assessing current state and desired outcome. * Identifies, provides leadership to, and coordinates technical solution development activities in pursuit of formal proposal development. * Identifies and engages Subject Matter Experts for discreet service offerings identified in the technical solution. * Proactively engages Sales Teams to identify new CX opportunities. * Ability to work around internal challenges to ensure sales cycles are delivered within agreed upon time frames. * Monitors the engagement process and obtains additional resources as needed. * Sets up and executes evaluation activities that prove NWN Offerings. * Identifies and develops technical champions; neutralizes challengers within the account. * Ensures complete handshake to customer success organization. * Act as escalation point for Field Solutions Architects and Sales teams supporting strategic and complex deals requiring deep level of expertise on a single domain or NWN offering.
• Technical Knowledge: * Demonstrates and maintains subject matter expertise within CCaaS space to include supporting solutions from Avaya, Cisco, Genesys, Five 9, AWS, and NICE * Demonstrates and maintains subject matter expertise within WFO/WFM solutions * Demonstrates significant expertise in NWN's Core Offerings. * Masters Command of the Message and Sale principles. * Conduct sales presentations and product demos to convey the value of NWN solutions. * Builds impactful pilot/POCs that prove impact on customer business/requirements. * Comprehensive product, competitive, industry and functionality knowledge. * Continues education of self and others; facilitates knowledge transfer across the organization. * Works in conjunction with the Offering Management team in the strategy and development of business assured solutions based on current market trends, client’s business requirements and NWN’s processes and resources. * Works in conjunction with the Offering Management team to validates solution pricing. Escalates solution pricing for approvals when the pricing is outside of established margin limits. * Monitors and ensures business and financial success of designated offering or technology area with regard to profitability of services personnel and product offerings. * Contributes to NWN’s Offering Development and Management strategy by actively participating in all regularly scheduled meetings, sprint activities, summits, and offering standard collateral generation. * Enables the Field Solutions Architect and Sales teams on their designated NWN offering. * Establishes deep relationships with NWN’s partner engineer, sales, business units and leadership teams to develop confidence in NWN product sales and promote NWN’s services capabilities.
• Client and partner engagement: * Provides technical expertise through sales presentation product demonstration of NWN offerings. * Maximizes results by anticipating and neutralizing obstacles/objections within an account. * Adds value to customer by staying up-to-date on market trends and articulating tangible benefits across customer audiences. * Excites and commits prospects with persuasive demos and presentations (formal/informal). * Actively engages and influences partner community. * Provides long term strategy sustaining technical account management.
• Foundational Attributes: * Works effectively as a team member, leads the organization and effectively orchestrates internal and external