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Merit Network · 2 days ago

Member Solutions Engineer & Insights Analyst

Ann Arbor, MI

Full-time

Hybrid

Mid Level

3+ years exp

Merit Network is a non-profit serving Michigan’s public Universities and Colleges, K-12 EDU, Libraries, Governmental, Healthcare, Tribal and other Michigan Non-profit organizations for over 59 years. The Member Solutions Engineer & Insights Analyst position is responsible for responding to customer inquiries, creating solutions, and collaborating across teams to meet member needs and contribute to service development.

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Responsibilities

Responsible for collaborating with Merit staff to generate and qualify opportunities, present production and pilot services, conduct needs analysis, and communicate solutions externally as well as internally

Collaborating with Member Engagement & Engineering teams to identify and analyze member’s technical requirements and propose appropriate network and security solutions

Attend team meetings and Member Meetings

Conducting technical feasibility assessments and providing technical expertise to design customized solutions that integrate Merit’s network and security services ensuring they meet client needs and align with Merit’s capabilities

Serve as the technical point of contact during the sales process, providing expert guidance and support to both internal teams and members to answer questions and address and resolve any problems

Effectively present information and respond to questions from groups of managers, clients, customers, and other employees of the organization

Define problems, collect data, establish facts, and draw valid conclusions of customer requirements

Interpret an extensive variety of technical instructions and deal with several abstract and concrete variables

Assist in development, qualification and close of service sales and provide Engagement Managers with all required paperwork, quotes, proposals, agreements, documentation, etc

Prepare and present technical services-related presentations

Facilitate meetings to analyze Members’ needs, and coordinate any engineering required for providing the service solution

Work closely with members to understand their needs and ensure their success with the solutions provided

Provide ongoing support and training for members to maximize the value of solutions

Gather feedback from members to inform product and service improvements

Partner with Engagement Managers to convert prospects into Members

Become an expert on the Merit Services portfolio and act as the primary technical resource for the Member Engagement team in pre-sales engagement

Lead prospect-facing product demos, technical calls, proof-of-concepts, responses to RFPs, etc

Coordinate with cross-functional teams including sales, marketing, and product development to ensure alignment

Present solutions and insights to stakeholders within the organization

Participate in regular team meetings across Member Engagement, Network Operations/Engineering, Outside Plant, Product Development teams

Work closely with network operations and outside plant engineering teams to gain a thorough understanding of Merit’s infrastructure and capabilities

Provide product training and troubleshooting for prospects, remotely and onsite

Develop skills as Broad Subject Matter Expert for Merit Network & Security Services Lines

Oversee the implementation of designed solutions as needed

Participate in Professional Development/Training activities

Conduct market research to identify trends, opportunities, and competitive landscape with a focus on differentiation for Merit Services

Analyze data to support strategic decision-making and solution development

Assist in the development of go-to-market strategies for new solutions

Represent Merit within Michigan and nationally

Engage in outbound outreach throughout Michigan to promote and represent Merit Services, and to provide service solution presentations

Travel out of state as needed to attend and present at state or national conferences

Qualification

Technical Pre-Sales SupportNetworkSecurity SolutionsNeeds AnalysisBusiness DevelopmentMS Office ProficiencyPresentation SkillsTechnical WritingFluency in EnglishCollaborationCommunication SkillsProblem-Solving SkillsSelf-MotivatedCritical Thinking

Required

Bachelor's degree in a related field or equivalent combination of education, certification, and experience

Minimum of three (3) years of experience in consultative, pre-sales support of technology products and/or services

Demonstrated experience strengthening existing client relationships, cultivating new customers in multiple sectors of the market, and engaging in business development activities

Demonstrated experience in a technical outreach role including writing, preparing, and responding to proposals, and coordinating meetings with various IT and technical departments to manage and finalize projects

Ability to interact professionally and proficiently with individuals at all levels of an organization on technical and strategic discussion topics, involving Merit Executive Management as needed

Excellent skills in needs-analysis and competitive positioning

Outstanding communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical audiences

Demonstrated excellence in presentation skills

Must be self-motivated, work well independently and as part of a team

Ability to work in a collaborative process to respond, track, and manage multiple member projects, requests and communications, in a fast-paced environment

Fluency with MS Office applications, email, shared calendaring, CRM, and other collaborative applications (experience with Visio is a plus)

Strong willingness to understand and to continuously strive to improve knowledge of Merit's services portfolio and technologies in order to be able to communicate confidently about them to the Merit Community

Strong understanding of network and security principles, technologies, and protocols (e.g., TCP/IP, VPN, firewall, routing, switching, etc.)

Excellent problem-solving skills and the ability to think critically and creatively

Valid driver's license and willingness to travel throughout Michigan (less than 50% of the role)