Mgr, Sales Engineering

Description

GCIs Mgr Sales Engineering will provide strategic leadership and direction to a dynamic Sales Engineering team that serves as the external customer-facing project development arm of the Front-End Engineering Sales Engineering Team is responsible for defining customer-facing bandwidth and technology requirements in partnership with GCI Account Teams Program & Business Account Engineers and Program team is responsible for both pre-sales solution design and revenue generation as well as post-sales customer success and support for our Service Management Center (SMC).

The Sales Engineering team works in concert with other Front-End Engineering functions including:

• Network Capacity Forecasting
• Estimating & Planning (focused on internal projects)
• Program Engineering (focused on technology strategy implementation)

This team develops costs associated with simple routine and complex solution designs for external customers which are then handed off to GCIs delivery and implementation teams. As subject matter experts on GCIs product portfolio Sales Engineers play a critical role in ensuring that solutions align with customer needs and technical feasibility.

This role requires close collaboration with the Account Management team the Strategic Management Organization (SMO) and internal engineering groups to ensure seamless delivery of customer-centric solutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

This leadership position requires the following non-delegable responsibilities:

• Fully own the mission goals operations and results of the team and areas of responsibility.
• Provide strong leadership to span of control (direct and indirect reports);demonstrate effective leadership in all interactions companywide. This leadership includes generating enthusiasm and shared commitment; identifying and setting direction; teaching growing and empowering; owning outcomes; and leading by example. Specific leadership duties include:
• Establishing the vision and tone for the department consistent with company culture and mission.
• Establishing clear measurable and achievable goals and performance expectations and following up appropriately.
• Hiring individuals who can accomplish those goals and meet those expectations; providing them the open communication training tools and mentoring needed to be successful and develop professionally; establishing a development path commensurate with capabilities and potential.
• Providing clear and accurate feedback to individuals and teams on a timely and consistent basis. Identifying and addressing performance problems early and effectively before they damage GCIs interests and demoralize other employees.
• Effectively managing processes including annual performance reviews compensation adjustments promotions demotions transfers and disciplinary actions up to and including terminationin an unbiased and consistent manner.

Team Leadership

• Lead daily operations of the Sales Engineering team overseeing both pre-sales and post-sales activities ensuring that optimum solutions are provided to customers.
• Ensure team collaborates effectively with Account Teams Program & Business Account Engineers and Program Managers to define customer-facing bandwidth and technology requirements.
• Guide the team in developing cost estimates for simple to complex solution designs enabling seamless handoff to delivery and implementation teams.
• Provide strategic direction to meet or exceed performance goals and metrics through regular evaluations and feedback.
• Monitor and report on key metrics including sales engineering activities win rates and resource utilization.
• Foster a collaborative inclusive and innovative team culture that supports continuous improvement.
• Ensure alignment with broader Front-End Engineering functions including Network Capacity Forecasting Engineering Estimating (focused on internal projects) and Program Engineering (focused on technology strategy implementation).

Budget & Policy Compliance

• Develop and manage the operational budget for the Sales Engineering department ensuring alignment with business goals and organizational financial targets.
• Monitor and report on financial performance against operational budget identifying variances and implementing corrective actions to maintain fiscal discipline.
• Ensure all team activities comply with company policies industry regulations and governance frameworks.
• Lead training initiatives on compliance standards ethical practices and financial accountability.
• Collaborate with strategic and finance teams to ensure that Sales Engineering efforts support broader organizational revenue and cost-efficiency targets.

Customer & Stakeholder Engagement (10%)

• Oversee the team responsible for direct customer and stakeholder interactions serving as an escalation point and supporting resource for high-impact engagements.
• Partner with Account Management and Strategic Management teams to ensure technical alignment with business goals.
• Support customer meetings and presentations when strategic or complex issues arise.
• Partner with product teams to communicate market feedback and influence future offerings.

Solution Design & Execution (10%)

• Lead the development of solution templates communicating assumptions and proposed execution timelines.
• Maintain functional understanding of current and emerging telecommunications technologies (IP Ethernet DIA MPLS SD-WAN cloud connectivity voice etc.).
• Act as a supporting and escalation resource for solution design activities.
• Ensure proposed designs meet applicable safety compliance and performance standards.
• Collaborate with Engineering to validate feasibility and scalability of proposed solutions.

Post-Sales Support & Success (10%)

• Manage and refine operational processes that support post-sales customer success.
• Implement tools and metrics to assess service performance and customer satisfaction.
• Drive continuous improvement initiatives focused on process efficiency and customer retention.
  • Excellent interpersonal and customer service skills with the ability to work successfully with prospects customers and cross functional teams to meet performance goals.
  • Skilled in navigating negotiations influencing stakeholders and addressing objections effectively.
  • Excellent communication and interpersonal skills with the ability to patiently and accurately articulate information to internal and external audiences professionally handle inquiries and complaints and communicate effectively with the team.
  • Ability to articulate technical information in presentation/training format to a range of technical and non-technical audiences.
  • Demonstrated commitment to customer satisfaction and continuous improvement.
  • Ability to translate technical features into business value for customers.
  • Proven expertise in solution design customer success and lifecycle management.
  • Solid knowledge of products and solutions offered by the company with an understanding of competitive landscape and market trends.
  • Ability to translate ambiguous customer needs into clear deliverable requirements.
  • Strong aptitude for learning new technologies and applying them effectively in customer-facing environments.
  • Adheres to high-level engineering principles and best practices.
  • Solid understanding of account management and project managementmethodologies.
  • Demonstrated financial acumen in budget planning cost control and ROI analysis with the ability to develop detailed capital and operating budgets.
  • Proficient in using reporting and analytics to track performance metrics.
  • Demonstrated strong analytical and problem-solving skills with the ability to resolve complex challenges and deliver optimal solutions aligned with departmental and organizational policies.
  • Proven ability to lead teams in a fast-paced customer-facing environment.

COMPETENCIES:

• ACCOUNTABILITY- Takes ownership for actions decisions and results; openly accepts feedback and demonstrates a willingness to improve.
• BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust confidence and respect; adheres to GCIs Code of Conduct for Employees the Basic Principles.
• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
• COMPLIANCE - Follows internal controls; protects confidential information; abides by GCIs Code of Business Conduct & Ethics.
• CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
• RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings training and other work obligations.
• RESULTS - Uses a combination of job knowledge initiative sound decision making innovation adaptability and problem solving.
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
• CHANGE MANAGEMENT: champions and supports department and company change.
• DECISION MAKING: uses sound logical judgment based on data research and experience to choose an appropriate course of action.
• PLANNING & IMPLEMENTATION: analyzes workload and establishes appropriate priorities; sets measurable and achievable goals and objectives for the team.
• MENTORING & DEVELOPMENT: utilizes interpersonal skills to guide direct and influence others to achieve results.
• PERFORMANCE MANAGEMENT: sets clear performance expectations for team.
• TECHNICAL PROFICIENCY - Proficient computer skills and MS Office knowledge (e.g. Outlook Teams Word Excel) to complete job duties effectively.

Additional Job Requirements:

This is an intermediate level position within the discipline demonstrating proficiency in all areas of responsibility. Performs complex tasks with little to no assistance anticipating and preventing problems and roadblocks before they occur. Works under minimal supervision with a wide latitude for independent judgment.

Minimum Qualifications:

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

• High School diploma or equivalent.
• Bachelors degree in Engineering Computer Science or related field. *
• Minimum of seven (7) years of professional experience in technical sales engineering or related roles. *
  • Including a minimum of two (2) years in a supervisory or management position; may be substituted with equivalent demonstrated functional leadership experience.

Preferred:

• Masters Degree in relevant field.
• Experience in telecom SaaS or enterprise IT environments.
• Relevant telecom industry or job specific certifications (e.g. CCNP AWS Solutions Architect).
• Process development experience or relevant certifications (e.g. Agile BPI Six Sigma)

DRIVING REQUIREMENTS:

• This position may require access to reliable transportation for occasional travel such as between retail store locations offices worksites or other locations as needed.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:

• Occasional travel to customer sites industry events or for business or training purposes required.
• Work is primarily sedentary requiring daily routine computer usage.
• Ability to work shifts as assigned work in standard office/home office setting and operate standard office equipment.
• Ability to accurately communicate information and ideas to others effectively.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Ability to make valid judgments and decisions.
• Available to work additional time on weekends holidays before or after normal work hours when necessary.
• Must work well in a team environment and be able to work with a diverse group of people and customers.
• Virtual workers must comply with remote work policies and agreements.

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such you will be requested to provide emergency after hours contact numbers to include your home and cell phone numbers if you have those services.Culture Engagement and Connection:At GCI we foster an environment where the unique perspectives of our employees customers and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce ensuring equal opportunities for every Trailblazer.EEO:GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race color religion national origin age sex sexual orientation gender identity marital status mental or physical disability veteran status or any other status or classification protected under applicable state or federal law.DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties responsibilities and qualifications required of employees assigned to this job.All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.