Location : Singapore, Singapore Role overview
About Sabio
We think that Customer Experience should be Brilliant…
As customers ourselves we know how frustrating a poor customer experience can be. At Sabio, we believe that exceptional customer experience offers a better way to live life. We exist to make customer experience brilliant for our clients and their customers.
Our Strategy
Our people and expertise enable our clients to harness the latest technology, knowledge and information to improve every customer interaction.
Sabio’s broad expertise in customer experience solutions – from customer journey mapping and user experience design through to technical deployment, ongoing support and engagement analytics – makes the company a unique partner for organisations looking to develop and optimise their digital engagement strategies.
Sabio works with clients to recommend where digital and traditional channels will bring most value to their customer contact strategy, whether that be an integration to deflect and triage live chat, assist website interaction, grow channel reach or better manage transitions to human assisted service in the contact centre. Once the precise requirement is identified, Sabio can create best practice solutions from initial proof of concepts through to full production deployment and managed services delivery.
Our History
Incorporated in 1998, Sabio has shared the same business vision from day one: a company built on strong ethics and dedicated to providing excellent customer service through innovative technology solutions.
In 2016 Sabio announced its plan to accelerate growth with a multi-million pound investment from UK-based growth investor, Horizon Capital. In addition to investing in the business, Horizon has also helped drive the company’s growth with significant available funding to support Sabio’s acquisition strategy. To date Sabio has made five acquisitions, two focussed around geographic expansion (CallWare and Datapoint Europe) and three to enhance our Digital and Insights product offerings (Rapport, Bright and flexAnswer). In addition to inorganic business growth, Sabio has also delivered an average 25.4% annual international sales growth for the last two years. Currently supporting customers in over 70 countries, Sabio is committed to helping our clients optimise contact centre performance, reduce their operational costs and improve customer engagement.
Horizon’s investment will build on this growth in a drive to double the size of the business over the next three to five years through continued organic and acquisition-driven growth plans.
Sabio has grown organically year on year since our formation.
For further detail on the business please visit:
Position Overview The Presales Solution Architect (Pre-SA) role provides technical presales support to the Commercial Team in their pursuit and development of sales opportunities.
This Pre-SA role will be required to work alongside the Account Management team, building a strong technical and operational understanding of one key account, and serving as a primary source of technical and product consultancy, design and pricing for the nominated Account Manager(s) and client.
Key Responsibilities & Experience Required
Main Duties & Accountabilities:
- Act as focal point for new [multi-technology] opportunities.
- Ensure that all technical input required from the pre-sales teams for tender and bid responses is provided in a timely manner, coordinating the technical elements of bid/tender response to ensure that there are no gaps or overlaps.
- Support pre-sales initiatives by attending meetings with the customer, supporting the preparation of customer demos and delivering technical presentations.
- Act as Technical Design Authority for specific named accounts. Support these named accounts with roadmap updates and account plans as appropriate.
- Work with Sabio’s presales specialists to integrate their designs into a single multi-technology solution with end-to-end functionality that meets the client’s business requirements
- Conduct technical risk assessments using experience, analysis, simulation and research. Identify major technical risks and issues and recommend mitigation options.
- The preparation of multi-technology Statements of Work (SoWs) by integrating each technology’s SoW into a single SoW for the overall solution.
- Participate in strategic account planning teams for the client.
- Undertake activities to identify opportunities for Sabio. They will work with Sabio’s Technical Presales Specialists to identify and address any threats and opportunities, and align Sabio’s product and services portfolio to meet clients’ business requirements.
- Develop Sabio-Vendor relationships as necessary to ensure technical skills are up to date and also to enhance broader Sabio-Vendor alignment and relationship outside of immediate role.
General: - Always seek to identify more innovative ways of working that create increase effectiveness
- Challenge standard processes and procedures with the aim to ensure they are as good as they can be
- Act as an ambassador of Sabio and its key partners at all times
- From time to time you may be assigned any other reasonable duties and responsibilities by your Manager or other such person(s) acting as your Manager
- At all times you must follow all reasonable and lawful instructions given to you by the Company
Essential Knowledge and Experience:
- Experience of working in the Contact Centre and Unified Communication arenas, and additional experience supporting the design and sale of these solutions
- Well-rounded and up to date knowledge Avaya Aura call centre and UC technologies and call recording technologies
- Understanding of the technical marketplace in which they operate
- Understanding of the operational challenge’s customers face within this arena
- Detailed knowledge of products sold in the technical area, with ability to design solutions at a conceptual level and detailed level, and define their pricing
- Ability to transfer abstract, vague or complex business and project requirements into achievable technical solutions.
- Excellent verbal and written communications skills
- Good presentation and facilitation skills, especially in presenting and communicating technical solutions to all levels of an organisation, from technologists to executives
- Proven track record in planning and implementing change
- Developed interpersonal skills with the ability to develop strong client relationships, ability to lead and engage project teams, peers and coach colleagues.
- Analytical skills and proven ability to work with a client to understand requirements and define appropriate solutions.
- Experience with estimation methodologies and processes, ability to estimate project work, project delivery and overall project costs
- Excellent time management skills - ability to meet deadlines
- Commitment to continuous learning and willingness to develop and share intellectual capital
- Commitment to exceptional customer service
Location and Remuneration
The successful candidate would ideally be based in Singapore however we can be flexible on location with an expectation there will be travel required on a regular basis with some international travel involved. Sabio Group offer an overall package that is extremely competitive.
For more information, contact:
Martin Doyle – Group Head of Resourcing
Sabio Ltd
Blue Fin Building
110 Southwark Street
London
SE1 0SU
M: +44 (0) 7890 634 141
E: Hours 40
Department Solution Delivery
Job Type Full time
Contract Type Permanent
Salary Competative
