Tech Sales Support Executive in PRINCETON, New Jersey
Job Description:
Position Summary Statement:
The Technical SalesSupport Executive (TSSE) bridges the
technical gap between Sales and Product and offers a non-
sales perceived technical presence to key accounts. The
primary objective of the TSSE is to promote improved
technical integration and authentication between clients
and Dow Jones. The TSSE provides support for customers
leveraging or moving to single sign-on (SSO) for the full
suite of Dow Jones products. The TSSE works closely with
the client to maximize integration of “for free” non
customized services driving active users & retention while
working in conjunction with the Account Team to identify
new revenue & consulting opportunities. The TSSE will
provide support via standard contact channels to the
Account Team and Key Accounts.
Key Responsibilities:
• Pre-Sales
• Provide technical expertise related to SSO, SAML and
other proprietary and non-proprietary protocols used
by Dow Jones during pre-sales activities and client
prospect meetings.
• Account Management
• Work closely with Sales to migrate PIB customers off of
legacy authentication/login schemes such as ELRP with
the ultimate goal of sunsetting outdated/insecure
solutions.
• Act as project manager and key point of contact for all
SAML implementations and migrations.
• Manage and act as key contact for our Education
customer integrations for Consumer products.
• Work closely with Account Development Executives
(Sales) providing technical input into all relevant
customer relationship activities as related to SSO and
seamless authentication.
• Cultivate and maintain a network of technical customer
contacts to help champion Dow Jones within the
account.
• Work closely with Product, Technology, and
Engineering to develop and maintain expertise across
all solution offerings ensuring the latest and most
appropriate capabilities are reviewed with Account
Team.
• Leverage CRM system and reporting to monitor and
increase Active Users and User Login success.
• Maintain records of all customer interactions,
opportunities and projects in CRM system.
• Support
• Act as SME and escalation point for SAML and SSO
implementations across both PIB and Consumer
products.
• Document all customer interactions in appropriate
CRM system.
• Develop internal support documentation and training
materials for 1st & 2nd level support teams. Deliver
this training, as needed.
• Create and maintain Enterprise Profiles for SAML and
SSO customers which will aid in 1st & 2nd level support
of customers, minimizing escalations and improving
first call resolution.
• Provide guidance to Product for future technology
adoption based upon customer feedback.
• Develop user registration and authentication solutions
that can be approved by the customer and supported
by Dow Jones available tool set.
Knowledge, Skills and ExperienceRequired:
• At least 5years experience in a customer facing
technical role
• Knowledge of technologies which impact Dow Jones
solutions including I.T. Infrastructure, Authentication,
Connectivity, Content Delivery, Web Services API, XML/
HTML. SAML and Single Sign-on solutions
• An understanding of EIP, CRM, ERP, Content
Management, DatabasePublishing, Intranet & Business
Intelligence
• Experience using Splunk, New Relic and AWS
CloudWatch Monitoring tools for troubleshooting
• Technical selling skills, including the ability to match
product and service with customer needs, conduct
technical presentations and provide technical input for
customer proposals and RFP responses
• Experience as a team player who has defined I.T.
solutions in a collaborative business environment with
teams consisting of customers, sales staff and
development groups.
• Ability to demonstrate/convey to the customer an
understanding of their business and the industry in
which they compete
• Ability to build positive working relationships with
external and internal customers through
understanding of the technical environment, assess
needs and solve problems to facilitate the
accomplishment of work goals
• Ability to quickly assimilate and apply new information
relating to web technologies and information services
• High level of initiative and self-motivation
