Pre-Sales Consultant
Posted Updated
Description
Job Description
Pre-Sales Consultant (Customer Communications & CPaaS)
Experience: 5–7 Years
Location: Mumbai
Department: Pre-Sales / Business Consulting
Role Overview
We are seeking an experienced Pre-Sales Consultant with a strong understanding of Customer Communications, Digital Engagement, and the Communications Platform as a Service (CPaaS) ecosystem. The ideal candidate will work closely with prospective customers to understand their business challenges, communication processes, and operational gaps, and recommend appropriate solutions that drive efficiency, customer engagement, and business outcomes.
This role requires a consultative mindset, strong customer-facing skills, and the ability to bridge business requirements with technology solutions. The consultant will collaborate with Sales, Product Management, and Engineering teams throughout the opportunity lifecycle, from discovery and solution definition to proposal development and technical closure.
Key Responsibilities
1. Customer Discovery and Business Consulting
- Engage with customer stakeholders to understand business objectives, operational challenges, existing communication processes, and transformation initiatives.
- Conduct discovery workshops, requirement-gathering sessions, and fit-gap assessments.
- Identify pain points, process inefficiencies, communication challenges, and opportunities for automation and digitization.
- Recommend appropriate solutions aligned with customer business needs and strategic objectives.
- Develop business use cases and solution approaches that address customer challenges and deliver measurable value.
2. CPaaS and Omnichannel Solution Consulting
- Demonstrate strong knowledge of the CPaaS and omnichannel communication landscape.
- Understand enterprise communication channels including WhatsApp Business, SMS, Email, RCS, Voice, IVR, Mobile Applications, and Web Engagement.
- Advise customers on communication orchestration, customer engagement strategies, notification frameworks, and conversational communication models.
- Recommend communication journeys and engagement models that improve customer experience and operational efficiency.
- Stay informed about emerging communication technologies, customer engagement trends, and industry best practices.
3. Pre-Sales Support and Customer Engagement
- Support sales teams throughout the sales lifecycle.
- Participate in customer meetings, business discussions, workshops, and solution presentations.
- Conduct solution demonstrations and business value presentations.
- Develop proposals, presentations, response documents, and solution recommendations for customer opportunities.
- Support RFP, RFI, and RFQ responses.
- Clearly articulate business value, solution benefits, differentiators, and implementation approaches.
4. Solution Design and Requirements Analysis
- Translate business requirements into functional solution designs.
- Define solution scope, business workflows, integration requirements, assumptions, dependencies, and implementation considerations.
- Prepare business process flows, solution blueprints, conceptual architectures, and requirement documentation.
- Collaborate with technical teams to ensure proposed solutions meet customer expectations and business objectives.
- Assist in defining implementation approaches and transition plans.
5. Product and Engineering Collaboration
- Work closely with Product Management and Engineering teams to validate customer requirements and solution fit.
- Communicate market requirements and customer feedback to internal stakeholders.
- Identify product enhancement opportunities based on customer engagements.
- Support technical clarification and knowledge transfer activities during project handover.
6. Market and Competitive Awareness
- Maintain awareness of CPaaS, customer engagement, and digital communication market trends.
- Understand competitive offerings and industry best practices.
- Support positioning of company solutions against market alternatives.
- Contribute to the development of reusable sales assets, solution templates, and industry-specific solution approaches.
Required Skills and Qualifications
- 5–7 years of experience in Pre-Sales, Solution Consulting, Business Consulting, Business Analysis, or Solution Design roles.
- Strong understanding of enterprise communication and customer engagement processes.
- Good knowledge of CPaaS platforms, omnichannel communication, and digital customer engagement ecosystems.
- Ability to engage effectively with business stakeholders and understand customer requirements.
- Strong analytical and problem-solving skills.
- Experience in conducting workshops, discovery sessions, and business requirement discussions.
- Excellent presentation, communication, and stakeholder management skills.
- Experience preparing proposals, solution presentations, and pre-sales documentation.
- Ability to work collaboratively across Sales, Product, Delivery, and Engineering teams.
Preferred Experience
- Exposure to CPaaS providers such as Twilio, Infobip, Sinch, Route Mobile, Gupshup, or similar platforms.
- Experience working with customer communication, digital engagement, or enterprise software solutions.
- Experience in BFSI, Insurance, Telecom, Utilities, Retail, or other customer-intensive industries.
- Understanding of CRM, customer engagement, workflow automation, and enterprise application ecosystems.
- Familiarity with APIs, integrations, and enterprise solution architectures.
Key Competencies
- Customer Discovery and Consulting
- Business Requirement Analysis
- Problem Identification and Solution Recommendation
- CPaaS and Omnichannel Communication Understanding
- Customer Engagement Strategy
- Solution Presentation and Demonstration
- Stakeholder Management
- Proposal Development and RFP Support
- Communication and Presentation Skills
Expected Outcomes
- Build trusted relationships with customer stakeholders through consultative engagement.
- Identify customer pain points, process gaps, and business improvement opportunities.
- Recommend relevant solutions that address customer challenges and align with business objectives.
- Enable successful sales pursuits through effective discovery, solution positioning, and customer engagement.
- Deliver high-quality solution recommendations, proposals, and presentations.
- Act as a bridge between customer requirements and internal product and engineering teams.