Technical Presales - Solution Expert

Job Description

General Description and Missions

At Payment Business Line, we are seeking a highly skilled Solution Expert Engineer to join our Customer Engagement and Success (CE&S) team and provide technical presales and domain expertise in our D1 offer as part of our Modern Card Issuance Program. The successful candidate will work closely with the Sales teams and be responsible for translating business needs into technical implementation specifications. They will leverage their unique knowledge in the payment ecosystem to provide field feedback to the product team and improve Thales services.

The Solution Expert maintains technical and customer flow consistency across the customer engagement journey from Pre-sales to Onboarding. The ideal candidate will have a strong technical background in Physical Card Issuance and cloud services, excellent communication and interpersonal skills, and the ability to thrive in a fast-paced and dynamic environment.

Context & Position within the Company

The Solution Expert provides deep technical expertise during sales and build phases when needed for Thales offers within the Modern Card Issuance Program and for specific priority customers.

With expertise in physical card issuance and personalization, they act as the bridge between the personalization site and the D1 cloud services offered to our customers.

The Solution Expert (SE) role is allocated by region, not by account or customer.

Missions and Responsibilities

• Collaborate with the sales team to identify customer needs and requirements, and design the best technical solutions to meet those needs using Thales platforms.

• Present to customers during pre-sales on the use of our physical card services, including personalization, onboarding, configuration, solution design, and architecture.

• Develop and deliver Thales Modern Card Issuance product demonstrations and presentations to customers, both in-person and remotely.

• Conduct technical assessments of customer requirements to provide a streamlined offer that meets customer needs while minimizing customization requirements for Thales.

• Ensure the same message is delivered from the sales phase through the integration phase to delivery and operations teams.

• Work closely with regional Business Owners & Solution Designer groups during pre-sales and ensure consistency of customer scope with Thales product features and roadmaps.

• Support Customer Success Managers (CSMs) and Project Manager teams in running the discovery phase with Tier 1 customers when needed.

• Maintain up-to-date knowledge of industry trends, products, and services in the Digital Payment space.

• Support Sales Executives during meetings with customer technical teams to present our APIs, flows, product configurations, services, and interfaces.

• Write the technical elements of customer offers and collaborate with the Solution Design team to identify gaps and potential customization needs.

• Coordinate necessary inputs for P&L calculation to be done by Sales (e.g., customization needs, cost reviews).

• Provide assistance to marketing by creating content including demo videos, sales demo environments, case studies, blog posts, and other collateral.

• Provide structured feedback and work closely with Thales's product engineering teams.

• Partner with account executives to design solutions that solve critical business challenges for some of the largest and most interesting companies in the world.

• Even if the main domain of expertise is physical card issuance, the Solution Expert will be able to work on other services of the D1 platform (Tokenization, Push Provisioning, 3DS, Payment Authorization) as needed.

Impact

The Solution Expert's mission is essential both in sales hunting & upselling during the Landing phase and the Expand phase with CSMs. The Solution Expert brings the right technical and product pitch during these phases. The mission is equally important to secure optimal Time to Value by ensuring technical consistency from pre-sales to the Discovery phase of the project. The Solution Expert's ecosystem comprehension is key to improving existing services and ensuring new ones align with customer needs.

Skills Requirements

Essential:

• Strong technical background in physical card issuance, including personalization, packaging, card profiles, parametrization, and processes.

• Good understanding of server and mobile APIs, as well as open and closed loop payment networks.

• Experience in customer-facing roles, conducting product demonstrations and presentations.

• Strong analytical and problem-solving skills.

• Familiarity with modern web applications and software architecture.

• Experience working with demos and mobile applications.

• Collaboration, active listening, adaptability, and a customer-centric mindset.

• Bachelor's degree in Engineering or a related technical field is preferred.

• Excellent communication and interpersonal skills, with the ability to build relationships with customers and internal teams.

• Ability to explain complex technical concepts to non-technical audiences.

• Ability to work independently and in a team environment.

• Team player, able to contribute towards common goals.

Other:

• Willingness to travel as needed, up to 30%.