Senior Sales Engineer

Summary

The Customer Loyalty Specialist in Churn & Retention in Montego Bay, Jamaica is responsible for managing daily operation of churn mitigation actions and initiatives for B2B SMB customers in the Caribbean Region. This role is focused on understanding customer behavior, identifying potential churn risks, and implementing proactive strategies to retain customers. This position involves data analysis, customer segmentation, and collaboration with various departments to prevent churn and ensure a positive customer experience, building customer loyalty. In your role as Churn and Retention Specialist for our SMB segment, you will perform tasks intended to provide relief or resolution to customers who need assistance or have had a negative experience with us as referenced by team members of the B2B department, or other sources such as Medalia, Salesforce, Call Center, etc. You will play an active role in resolving grievances, mediating disputes, or addressing complaints in a timely and cost-effective manner.

Responsibilities

• Technical Expertise & Product Demonstrations:

  • • Serve as the lead technical expert throughout the sales cycle by delivering liv product demonstrations, tech technical deep-dives, and value-driven conversations with stakeholders.
  • • Translate complex technical concepts into clear business value for technical and non-technical audiences.
  • • Design and support execution of customer Proof of Concepts (PoC) ensuring alignment with defined success criteria and solution capabilities.
  • • Serve as a subject-matter expert and strategic consultant to prospects and customers on product implementation, integration strategies, and technical best practices.
  • • Provide actionable feedback to the product and engineering teams

• Solution Architecture & Design:

  • • Engage with prospective customers to analyze business challenges and architect scalable, tailored solutions that align with their strategic goals.
  • • Conduct discovery sessions to gather deep technical and business requirements, ensuring proposed solutions are aligned to customer objectives and constraints.
  • • Create solution blueprints that address both functional and non-functional requirements.

• Strategic Sales Enablement:

  • • Partner closely with Account Executives to craft compelling proposals, pitch decks, and sales narratives that showcase our platform’s unique capabilities and ROI.
  • • Clearly articulate technical differentiators in competitive sales scenarios.

• RFP/RFI Response Management:

  • • Lead the technical response process for RFPs/RFIs, ensuring submissions are accurate, persuasive, and competitive.

• Internal Enablement & Knowledge Sharing:

  • • Mentor and train sales and customer-facing teams on technical positioning, product capabilities, and solution selling strategies.

• Industry & Competitive Intelligence:

  • • Stay current on industry trends, emerging technologies, and the competitive landscape, positioning the company as a forward-thinking solutions provider.

Qualifications

• • Bachelor’s degree in Computer Science, IT, Engineering, or related field (or equivalent experience)
• • 5+ years in technical pre-sales, solutions engineering, or consulting
• • Strong track record in delivering technical demos and presentations to both executives and technical teams
• • Excellent communicator, able to translate complex technical concepts into business value
• • Experience leading PoCs and product trials
• • Proven ability to collaborate with sales and product teams to drive deals and customer success
• • Strong problem-solving skills and customer-focused approach in fast-paced environments

• Cloud:

  • • Professional or Expert-level (e.g., AWS, Azure, GCP)

• Security:

  • • CCSP, CISSP, or equivalent

• Networking:

  • • CCNP, Fortinet FCP, or equivalent

• IT Service Management:

  • • ITIL Certification

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