Member Solutions Engineer & Insights Analyst

How to Apply

To apply for this position, please include a copy of your resume and cover letter (combined as a single file, with your cover letter as the first page). In your cover letter, please describe how your experience aligns specifically with the responsibilities and collaborative nature of the Member Solutions Engineer & Insights Analyst position at Merit Network, Inc. Click the "Apply Now" button to begin the application process. 

Your salary will be determined by your qualifications, experience, and education. 

Job Summary

*This is a full-time, hybrid position. During your 6-month probationary period, you will be required to work on-site for at least 3 days per week at Merit's office location in Ann Arbor, MI. Following, working on-site will be required for a minimum of 2 days per week.

Come join a team of passionate individuals at a non-profit serving Michigan's public Universities and Colleges, K-12 EDU, Libraries, Governmental, Healthcare, Tribal and other Michigan Non-profit organizations for over 59 years! You will be an integral part of the Merit team, a dynamic and innovative team member, ready to contribute to and execute the mission of Merit.

This position reports to the Director of Member Engagement and is responsible for working independently and as an interdisciplinary resource within Merit to respond to customer inquiries, create or identify solutions to meet differentiated solution designs, and identify evolving solution design trends and service delivery options. Merit's Services Lines consist of Network Services, Hosted Infrastructure, Hosted Applications and Community Development and Support.

You will have an important role working in an interdisciplinary fashion to execute initiatives across the organization with Member Engagement, Network Operations/Engineering, Outside Plant, and Product Development on key existing and potential Member organization's needs; supporting strategy and business development, service solutions, and service development.     

To learn more about Merit Network, please visit our website: https://www.merit.edu/ 

Responsibilities*

Responsible for collaborating with Merit staff to generate and qualify opportunities, present production and pilot services, conduct needs analysis, and communicate solutions externally as well as internally.  

As the Merit Technical Pre-Sales Engineer, your key responsibilities include, but are not limited to: 

Essential functions for this position are followed by an (E).

Sales Engineer & Solution Design (50%):

• Collaborating with Member Engagement & Engineering teams to identify and analyze member's technical requirements and propose appropriate network and security solutions. (E) 
• Attend team meetings and Member Meetings. (E)
• Conducting technical feasibility assessments and providing technical expertise to design customized solutions that integrate Merit's network and security services ensuring they meet client needs and align with Merit's capabilities. (E)
• Serve as the technical point of contact during the sales process, providing expert guidance and support to both internal teams and members to answer questions and address and resolve any problems. (E)
• Effectively present information and respond to questions from groups of managers, clients, customers, and other employees of the organization. (E)
• Define problems, collect data, establish facts, and draw valid conclusions of customer requirements.
• Interpret an extensive variety of technical instructions and deal with several abstract and concrete variables.
• Assist in development, qualification and close of service sales and provide Engagement Managers with all required paperwork, quotes, proposals, agreements, documentation, etc.
• Prepare and present technical services-related presentations.
• Facilitate meetings to analyze Members' needs, and coordinate any engineering required for providing the service solution.

Member Success and Support (20%):

• Work closely with members to understand their needs and ensure their success with the solutions provided.
• Provide ongoing support and training for members to maximize the value of solutions.
• Gather feedback from members to inform product and service improvements.
• Partner with Engagement Managers to convert prospects into Members.  
• Become an expert on the Merit Services portfolio and act as the primary technical resource for the Member Engagement team in pre-sales engagement. 
• Lead prospect-facing product demos, technical calls, proof-of-concepts, responses to RFPs, etc. 

Collaboration and Communication (20%):

• Coordinate with cross-functional teams including sales, marketing, and product development to ensure alignment.
• Present solutions and insights to stakeholders within the organization.
• Participate in regular team meetings across Member Engagement, Network Operations/Engineering, Outside Plant, Product Development teams. 
• Work closely with network operations and outside plant engineering teams to gain a thorough understanding of Merit's infrastructure and capabilities.
• Provide product training and troubleshooting for prospects, remotely and onsite.
• Develop skills as Broad Subject Matter Expert for Merit Network & Security Services Lines. (E)
• Oversee the implementation of designed solutions as needed.
• Participate in Professional Development/Training activities

Market Analysis and Services Strategy (10%):

• Conduct market research to identify trends, opportunities, and competitive landscape with a focus on differentiation for Merit Services.
• Analyze data to support strategic decision-making and solution development.
• Assist in the development of go-to-market strategies for new solutions.
• Represent Merit within Michigan and nationally 
• Engage in outbound outreach throughout Michigan to promote and represent Merit Services, and to provide service solution presentations.
• Travel out of state as needed to attend and present at state or national conferences.

Other Duties

Please note this job description is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of you for this job. Responsibilities and activities may change at any time with or without notice.

Supervisory Responsibilities

This position does not have any formal supervisory responsibilities.

Physical Demands

The physical demands described here are representative of those that must be met by you (with or without accommodations) to perform the essential functions of the job.

You must frequently work at a computer station, answer telephone calls, emails, and other forms of customer/client communication. You may on occasion move items of varying sizes and weights throughout the office or building.

Required Qualifications*

• Bachelor's degree in a related field or equivalent combination of education, certification, and experience.
• Minimum of three (3) years of experience in consultative, pre-sales support of technology products and/or services.  
• Previous experience in a sales engineering role or related pre-sales technical position.
• Relevant certifications (e.g., CSE, CPSE, CTSP, CSSP, CCNA, CCNP, etc.) or equivalent experience.
• Demonstrated experience strengthening existing client relationships, cultivating new customers in multiple sectors of the market, and engaging in business development activities.
• Demonstrated experience in a technical outreach role including writing, preparing, and responding to proposals, and coordinating meetings with various IT and technical departments to manage and finalize projects.
• Ability to interact professionally and proficiently with individuals at all levels of an organization on technical and strategic discussion topics, involving Merit Executive Management as needed.
• Excellent skills in needs-analysis and competitive positioning. 
• Outstanding communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical audiences.
• Demonstrated excellence in presentation skills.  
• Must be self-motivated, work well independently and as part of a team.
• Ability to work in a collaborative process to respond, track, and manage multiple member projects, requests and communications, in a fast-paced environment.
• Fluency with MS Office applications, email, shared calendaring, CRM, and other collaborative applications (experience with Visio is a plus).
• Strong willingness to understand and to continuously strive to improve knowledge of Merit's services portfolio and technologies in order to be able to communicate confidently about them to the Merit Community.
• Experience in designing and implementing network and security solutions for educational, governmental, or non-profit sectors.
• Strong understanding of network and security principles, technologies, and protocols (e.g., TCP/IP, VPN, firewall, routing, switching, etc.).
• Excellent problem-solving skills and the ability to think critically and creatively.
• Valid driver's license and willingness to travel throughout Michigan (less than 50% of the role).

Desired Qualifications*

• Understanding of Network and Security technologies and services.
• Experience being a trusted representative to external individuals and groups. 
• Experience working with higher education, K-12 educational institutions, libraries, government, healthcare, tribal, research institutions and other public sector non-profit organizations and experience developing public private partnerships within these market verticals.
• Experience in marketing and/or sales of technology products and/or services to public sector, non-profit or educational markets.  
• Experience in the USAC Federal Programs that fund K-12, Libraries, and Healthcare telecommunications services.
• In depth knowledge on federal funding programs for broadband infrastructure investment such as those outlined in the Federal Infrastructure Bill and the American Rescue Plan Act.
• Familiarity with Merit's network and services is a plus.

Modes of Work

This is a full-time, hybrid position. Though the typical work schedule is 8am-5pm, Monday through Friday for most staff, your work schedule will be determined with your supervisor and may change if necessary. 

During your 6-month probationary period, you will be required to be on-site for at least 3 days per week at Merit's office location: 

880 Technology Dr., Suite B

Ann Arbor, MI 48108

Following, working on-site will be required for a minimum of 2 days per week determined in partnership with your supervisor. In addition, ad-hoc on-site meetings and events may be needed with adequate notice provided. 

Positions that are eligible for hybrid or remote work modes are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes. 

There may be some occasional work required outside of the established schedule, which may include evenings, weekends, and holidays. 

Travel

Regular travel within various regions across Michigan may be required.

Relocation assistance is not available for this position.

Additional Information

Starting salary range is $80,000-$87,000 depending on experience and credentials. 

Enjoy comprehensive benefits that support your health, well-being, and future, including: 

• Full access to medical and dental insurance for you and your eligible dependents
• Generous 2:1 retirement matching to help you plan for your long-term goals
• Paid vacation, sick time, holidays, and additional paid time off to support work-life balance
• Access to a variety of well-being programs, resources, and campus perks
• Professional development opportunities and educational assistance to further your career
• And more - discover the complete benefits package opportunities at careers.umich.edu/benefits 

If you have any other questions regarding this role, please contact [email protected]. 

U-M EEO Statement

The University of Michigan is an equal employment opportunity employer.