Solutions Engagement Supervisor

Job Summary

The Solutions Engagement Supervisor develops a thorough understanding of customer processes and business objectives and capitalizes on the value that UPS can offer their business. He/she creates value for customers by leveraging UPS’s expertise in the areas of engineering, technology, finance, and supply chain design. This position provides consultative sales support to the UPS sales organization to enhance and improve customers’ businesses using value-added and configurable solutions. The Solutions Engagement Supervisor supports small to mid-scale projects, consisting of single/multi-site customers with multiple projects and services. He/she actively participates in the implementation phase of the solution development, including deployment plan definition and implementation phase scheduling.

To identify and understand a customer’s business needs and goals, the Solutions Engagement Supervisor conducts extensive research into their operations. For example, he/she looks at things such as company processes, trends, or volume, and/or identifies customer service, technology, or distribution issues. This individual also meets with the customer’s internal stakeholders to determine objectives and opportunities. The Solutions Engagement Supervisor evaluates the information and proposes viable solutions to obtain quality, financial, and process improvements; increase cost savings; enhance efficiency; and build the business partnership. In addition, this position collaborates with the sales team to determine solutions costs and account strategies, prepares and delivers customer proposals, and coordinates implementation resources and activities. The Solutions Engagement Supervisor also participates in account management activities. Duties include reviewing account information to identify opportunities, provide guidance to sales management on directly positioning and selling solutions, and participating in strategy meetings with stakeholders. This individual also participates in pre and post customer meeting calls to determine strengths and weaknesses of the sales approach and solutions offered and monitor customer needs through account strategy session.

Other Duties  

• Conduct internal and customer product, service and solutions training
• Prepare and present project reports, and assist with budget validation and post-project user audits
• Generate revenue through consultative sales activities
• Providing input and direction into implementation scheduling and communication plans
• Build productive internal and external business partnerships 

Preferred Competencies  

• Applies business knowledge of how key factors, such as industry trends, global business perspectives, and organizational structures and functions, impact business strategies and customer organizations
• Applies knowledge of customer business models and operating structures and offers sales solutions that support the customer’s strategic business objectives
• Applies knowledge of the features and business applications of services, products and customer-facing technology offerings and solutions
• Applies supply chain and logistics knowledge of the flow of materials, information, and finances involved in manufacturing and distributing products
• Applies knowledge of company structure and operations and of technology trends and best practices to resolve problems, make decisions and achieve business objectives
• Assesses and identifies business needs and conducts customer analysis to determine customer requirements and constraints, determine the impact of products/services on customers, and identify which products, services and features to promote to current/potential customers
• Builds business partnerships and develops key customer relationships to maximize account profitability. Understands the customer’s business and aligns account strategies to customer goals
• Creates and develops strategies and plans for effectively managing accounts
• Manages projects and programs at a high level including allocating people and resources, organizing logistics and implementation, monitoring progress, adapting plans, and identifying and resolving rollout issues
• Negotiates with others by identifying desired outcomes, organizational priorities, and appropriate strategies and concessions. Asks pertinent questions, considers alternatives, persuades others, and bargains for win-win solutions
• Solves and identifies customer problems and uses appropriate internal resources to resolve complex customer issues
• Strong verbal and business writing skills
• Needs financial acumen to describe a solution's value through its impacts on the customer’s financials