Job Description

Job Title Customer Service Officer

Description

We are hiring an expert PROFESSIONAL SERVICES (PS) ENGAGEMENT SPECIALIST to join our diverse team at Duncan & Ross in Dubai.
Growing your career as a Full Time PROFESSIONAL SERVICES (PS) ENGAGEMENT SPECIALIST is an incredible opportunity to develop productive skills.
If you are strong in adaptability, persuasion and have the right mindset for the job, then apply for the position of PROFESSIONAL SERVICES (PS) ENGAGEMENT SPECIALIST at Duncan & Ross today!

Summary:

As the world leader in digital security, Our client provides through their Cloud Protection and Licensing (CPL) business line data protection solution and access management solution to customers. These solutions protect customer data and intellectual property and provide secure access to applications and data.

Within this business line, the Cybersecurity Engagement specialist is responsible of:

• Acting as a business driver and propose new offers and services,
• Building customer offers related with PS Opportunities,
• Proposing and adapting PS offers to local market needs and expectations to secure business growth,
• Forecasting the PS activity in his region and anticipate any resources or skills gap
• Preparing and conducting webinars for Sales and Sales Engineering teams about PS offers

The Engagement Specialist has a key role in building trusted relationship with customers and sales, to develop the business, leveraging on PS capabilities. A strong customer and business-oriented mindset is expected for the position, to permanently adapt our offers with a fast moving demand.

The Engagement specialist has also a central role in building the revenue forecast for PS and securing the revenue in close collaboration with the Delivery team.

RESPONSIBILITIES:

• Manage PS opportunities to deliver services engagements in Middle East region. Can also cover other regions in EMEA.
• Monitor thoroughly opportunities pipeline and take pro-active actions to ensure Delivery team is sized, prepared and skilled to deliver these future projects
• Pro-actively adapt existing offers, or propose new services, to fit business needs and expectations
• Responsible for securing the PS revenue of her/his opportunities, in close collaboration with the Delivery team
• Contribute with CPL Pre-Sales to the initial design of the solution proposed to the customer. Validate final design in order to have it endorsed by PS team for delivery.
• Determines the appropriate services offerings for each opportunity, based on customer budget. Define a good and adapted offer.
• Assist sales team during opportunity assessment and proposal phases of the service delivery process, particularly as it relates to deployment approach, timeline and deliverables.
• Lead internal project team meetings and meetings with the customer in the pre-sales phase and in handover meeting to delivery team.
• Manage opportunities in Salesforce. Maintain the status accurately before transferring opportunity to Delivery phase.

QUALIFICATION REQUIREMENTS:

Education:

• BS in Engineering, Computer Science, Management or equivalent.
• MBA preferred

Experience:

• A minimum of 10 years prior related work experience in professional services, ideally IT security.
• Extensive demonstrable relevant experience in professional services, pre-sales or customer support operations
• Experience in working with technical teams (system integration, implementation, solutions delivery) and in projects management(>5 years)

Skills:

• Ideal candidate must be self-motivated and comfortable in the dynamic atmosphere of a technical organization with a
• rapidly expanding customer base and new products.
• Candidate must be organized and analytical, adept at working in a team environment and able to handle multiple priorities.
• Excellent communication skills (relational and redactional) in English.
• Business and customer oriented mindset is a must.
• Proactive and Can Do attitude is required to be successful in the position.

Additional required qualifications are:

• Excellent communication skills, both written and verbal
• Excellent negotiation skills
• Excellent collaborative and interpersonal skills required
• Excellent organizational and time management skills
• Very good reporting and Data analysis skills (Excel expertise is a must, SFDC reporting expertise is a plus)
• Basic financial understanding (margin, costing, pricing, etc..)
• Ability to work in a fast-paced environment with changing priorities is essential
• Excellent knowledge and understanding of IT integrations challenges
• Knowledge and understanding of Identity and Data Protection products (e.g. HSM, Authentication, Encryption solution, Payment HSMs, Mobile Security), smart cards, typical network technologies, IT Security, encryption, PKI, strong authentication, enterprise IT...
• Overall solution knowledge from Software/Server/application, from project set-up to production deployment
• Master our offer use cases and eco-system, understand integration and validation activity
• Both technical and sales-oriented to drive customer relationship during presales phase, with the ability to manage complex issues in an international environment
• Results-oriented, ability to work in autonomy, use own initiative, and willing to work in a dynamic structure.
• Curious with an open and multicultural mindset.
• Team spirit & positive. Team-Building Skills: act as a leader to animate the teams
• Cool Under Pressure: Share your concern, Be supported by your manager
• Inspires a Shared Vision: Convincing in collaborative mode
• Enthusiasm: Can do attitude
• Empathy: Listen and analyze individual feelings.

Vertical:

Technology
Benefits of working as a PROFESSIONAL SERVICES (PS) ENGAGEMENT SPECIALIST in Dubai:
? Company offers great benefits
? Company offers career progression opportunities
? Advantageous package

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