Customer Solution Expert

Auburn Hills, MI at Barton Group

The Barton Group is recruiting a Customer Solutions Expert for an innovative, fast growing European telecom / Machine to Machine company that is opening a Detroit office to support its automotive and other customers.

The Company:
The company is a western Europe based, leading cloud-based Machine to Machine (M2M) connectivity platform provider, focused on enabling seamless global connectivity solutions for its
Internet of Things (IoT) and enterprise customers. Their success is based on their global
connectivity, unique software applications and cloud based management platform. They
work with some of the world’s leading Fortune 100 tablet and notebook manufacturers,
the world’s top retailers, and more recently the most innovative M2M and automotive
companies in the world.
 
The Role:
A Customer Solution Expert to support Account team, Product and Engineering teams during
the delivery of customer solutions. The Customer Solution Expert thrives on working in a
fast-paced, highly flexible environment and he or she will work in a high performing Product
Management Team, working closely with customer business and engineering teams.
Proactive engagement with all aspects of the customer solution and end-to-end product
development life cycle (design, development, implementation, enhancement) and
coordination with our internal cross-functional technical groups. Ensure a tight
coordination with Product Owner to translate customer needs into requirements to
Engineering teams.
 
Responsibilities include but are not limited to:
 Act as a primary technical interface to customer and be involved in the full customer
lifecycle from sales, implementation to post-launch with a goal to build and grow
revenue by helping VW Group be successful in new product deployments.
 Work closely with the Product Owner to build and maintain a deep
understanding of the customer’s need to be able to collaborate on definition of product vision and strategy
 Drive customer solution requirement gathering, gap analysis and technical due
diligence efforts, while recommending and driving technical best practices, internally
and externally, ensuring projects are delivered on time and within budget.
 Serve as the voice of the customer internally: Understand the system users and the
user experiences.
 Understands assigned products at a high level and assists the Product Team with
technical and business analysis activities
 Act as a key bridge between customer technical and engineering teams and our
Product and Engineering teams in the identification and evolution of complex
customer solutions.
 Work closely with UX to solidify the user experience with the functional
requirements in collaboration with the Product Owner
 Work closely with the Product Owner and Engineering teams to clarify the Solution
requirements, and ultimately to secure Solution release scope and timeline as
agreed in the customer milestones
 Support customer interactions, specifically when validating new functionality or
collating information about enhancement requests or defects
 Lead technical kick-off meetings to ensure customer expectations are properly set
and internal teams are aligned.
 Is proactive and diligent in setting up meetings, taking meeting minutes and
publishing minutes to the Product Team
 Review and validate test plans and approve test results prior to the customer
deployments
 Work with Program Managers and Product Owners to collaborate on processes,
timelines and conflict resolution
 Produce and maintain Customer Solutions documentation and collaterals: solution
design document, technical architecture description, etc.
 Responsible for technical knowledge part of transfer to operations before solutions
go live
 Support replies to RFxs by providing answers to technical questions that cannot be
answered by sales and presales teams
 Provide strategic technical feedback to customer product and engineering teams to
ensure product capabilities match customer requirements and to help drive
product and technical roadmaps.
 Ensure accuracy of information regarding customer project dashboards, detailing
high-profile projects, key dates, project milestones, target ship dates, issues, etc. for
management visibility.
 Prepare detailed and accurate Statements of Work, driving internal cross-functional
sign-off and customer agreement.
 Align customer milestones with our delivery timeline by collaborating with product
and program management
 May assist as a Technical Account Manager where needed, including:

o Deliver technical presentations and demos at customer sites and industry
trade shows.
o Maintain excellent technical product knowledge on customer’s product
strategy and product portfolio.
o Support the sales account manager by leading the management of the
technical relationships between the customer and our business units
o For projects under evaluation: engage with the customer by reviewing the
design concept, gathering product/solution requirements, and analyzing the
gaps and risk involved in product commercialization
o For projects under development: drive customer issues to resolution,
mitigate escalations and set expectations with the customer by collaborating
with engineering.
o Review the customer portfolio on a monthly basis, prioritize customer
projects and provide justification for technical support resource allocation
o Work with internal project management, product and technology
teams, representing customer solution requirements and priorities.
o Support the Sales, Product and Engineering teams with opportunity
qualification, demonstrations, Proof of Concept presentations (POC), RFP
responses and business justification in a presales capacity
o Oversee the adoption, optimization, and integration of our products within
customers’ business infrastructure
o Where required, undertake some light coding activities to test integration
points and provide early feedback to customer on API or system access
/ integration
o Provide feedback to Product and Engineering teams on feature roadmap
o Work closely with Sales to capture and act on revenue opportunities through
the upsell of new services
o Evangelize new product features and provide customer feedback product
management and engineering groups
o Maintain a deep understanding of the customer’s business as well as their
technical environment
 
Experience & Skillset 
 Bachelor’s Degree in Business Administration, IT, Information Systems or Engineering
or equivalent work experience
 3+ years of Agile Product Owner of Functional Expert/Owner experience, with
Software background and including SaaS architecture, business models,
implementation challenges
 Experience with Software Engineering roles would be a plus: software developer,
software tester, business analyst
 Excellent written and oral communication skills and the ability to work
autonomously within all levels of management
 Substantial technical background is essential, including experience working with
complex software products
 Strong time-management and prioritization skills as well as attention to detail
 Ability to work independently and proactively, practicing good judgment in
managing technical project priorities and workflows
 Is able to dive deep and is never out of touch with the details of the business AND
the technology
 A real team player, with strong interpersonal skills and the ability to create excellent
working relationships with diverse teams and job functions throughout the
organization; especially proven respect for and track record successfully working
with designers and developers
 This position requires international travel

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