Customer Service Support Manager (Dallas)

Position : Solutions / Implementation Engineer

Location : Dallas,TX.

Job responsibilities

Collaborate with the sales team as a Solution specialist in customer presentations helping

customers select the correct solution.

Determine and document the technical requirements to meet the client goals and function as a

liaison between the Sales team and product development teams.

Respond to Request for Information (RFI) and Request for Proposal (RFP) from customers.

Coordinate the transition between pre-sales and implementation once sale is closed.

Onboard the customer starting with the kick-off meeting followed by preparing and managing the

detailed implementation plan following the company guidelines.

Initiate procurement related activities with the various internal and external procurement teams

Work with customers to review the business process and create a business process document

and process mapping document.

Schedule and manage weekly implementation call with customers and publish weekly status

reports.

Coordinate with the Installation team to plan travel for installation if needed.

Conduct an overall validation of the solution scope and manage the transition through go live.

Prepare training plans and execute onsite & remote training.

Travel to customer site as part of implementation & onsite go-live assistance.

Setup transition sessions to Support, introduce to customer and initiate hand over.

Review installation with the customer and get a sign off for Go-Live followed by formal feedback

from customer.

Act as a primary point of contact, maintaining customer relationship and work towards customers

success via the use of the Semnox solutions and services.

Schedule and manage periodic meetings with customers according to company guidelines.

Manage any critical issues through resolution and follow up in collaboration with internal teams.

Any other tasks assigned by manager or company.

Preferred Qualifications

High School Diploma, associate degree or higher Preferred

Adequate knowledge of electronics and basic Network knowledge with router and access point

configuration knowledge. Proficient in technology, especially Microsoft Office applications.

High attention to detail, strong analytical and organizational skills.

Proactive qualities with the willingness to learn.

Ability to work well under pressure and with minimal supervision.

Experience working in Venue Management Systems providers, Cashless system providers,

Family Entertainments (FEC), Amusement and Theme parks a plus.

Team player, willing to help and support other employees and departments.

Job requirements and working conditions.

Candidates will be required to pass a background check and drug screening.

Must be able to work long hours seated and in front of a computer.

This position requires the Candidate to be based in Dallas.

Valid US drivers license, Valid Passport (travel to national & international locations as needed).

Willing to work flexible hours including weekends and evenings based on customer demand.

Willing to travel to customer locations as necessary.

Candidate will be required to work out of Dallas, US office.

Fluent in Spanish & English

Benefits

Medical, Dental and Vision insurance

401K plan