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As a Customer and Partner focused organization, Gracenote puts the customer at the heart of our strategy and brings cross-functional teams together to ensure consistently high customer engagement and satisfaction. We are actively searching for an experienced Technical Solution Architect to focus on our Gracenote portfolio of products and customers.
In this role, you will develop subject matter expertise in assigned products and be expected to develop, document and maintain in-depth knowledge of Gracenote’s products, formats and delivery mechanisms, ID structure, content standards, and underlying technologies to assist in the creation and implementation of Gracenote solutions for customer needs. You will act as an internal consultant and SME for our teams engaged in Pre-Sales and Implementation work, helping to align product solutions to meet complex client business problems.
RESPONSIBILITIES :
- Collaborate with the Product Solutions Team, Technical Account Managers, and Sales representatives in technical pre-sales activities by 1.assessing potential application of company products or services 2. providing in-depth product and technical overviews to potential customers and recommending solutions that meet customer needs.
- Develop and maintain a “Subject Matter Expert” level of knowledge for multiple product verticals (music, video and sports), Gracenote content standards, and Gracenote production and delivery processes.
- Work with Technical Account Managers, Product (Management, Engineering, Delivery) and Customer Care to develop processes and strategies to improve product delivery quality, particularly around new releases.
- Support Technical Account Managers in the early implementation phase of customer engagement as the technical subject matter expert and consultant.
- Engage with client-side Engineering teams to answer questions and provide implementation recommendations and guidance.
- Provide Level 2 technical support when called upon.
- Work with Gracenote Product and Engineering teams to identify delivery issues and priorities resolution.
- Proactively develop and propose technical solutions that clarify how Gracenote products bring business value to address critical challenges faced by customers.
- Participate in response to and drafting of RFP/RFIs and other new business opportunity inquiries and proposals.
- Participate in the creation and review of processes and documentation, including project pages, client facing product documentation, client facing "Best Practices" documentation, and client facing "Solution Design" documents.
- Support product development efforts to enhance existing products, and define new products and services, and the requirements associated with customer implementation best practices.
- Act as “Customer Zero” client new start to determine the readiness and use ability of new products and documentation. Provide Product Management and Customer Success stakeholders with a summary report of findings, issues, and recommendations.
- Support the strategic vision of the Product Solutions department and related goals.
REQUIREMENTS :
- 7-10 years of total experience in software development and architecture, with at least 3 years in a Solution Architect, Pre-Sales, Technical Account Manager, or similar role.
- Demonstrated experience in requirements definition, analysis, and conducting customer interviews, with an attention to detail and a commitment to excellence and high standards.
- Hands-on experience with common data formats (CSV, XML JSON) with the ability to ingest and analyze.
- Deep knowledge of common data delivery methods technologies (FTP, rsync, API (REST, SOAP))
- Knowledge of common database technologies (relational, non relational, document, graph) as well as query (SQL, Python, etc.) and reporting methods.
- Technical writing skills and experience.
- A keen interest in emerging technologies, especially around the digital content domain.
- Project management skills, experience, and certification are a plus.
KEY COMPETENCIES :
- Excellent communication skills, experience in team leadership, and ability to provide guidance to other team members and to customers.
- Demonstrable leadership, communications, presentation, project management, and problem solving skills.
- A strong sense of ownership and follow-through, and analytical skills and a goal-driven approach when addressing technical problems.
- Demonstrated ability in risk management and problem anticipation.
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