• Partner with sales to qualify opportunities, define solution strategy, and align technical capabilities with customer business outcomes • Lead discovery sessions, workshops, and security assessments that uncover operational and architectural requirements in complex enterprise environments • Design and present secure architectures that incorporate networking, cloud, and SecOps components • Deliver impactful presentations and demos to both technical stakeholders and executive decision-makers (CISOs, CIOs, CTOs, and business leaders) • Serve as the primary technical expert in sales cycles, guiding enterprise accounts through evaluation and decision processes • Advise on cybersecurity strategies such as Zero Trust, SASE, cloud security, and SecOps modernization • Build and maintain long-term trusted relationships with C-level executives and senior leadership, positioning yourself as a strategic advisor • Translate technical concepts into business value discussions tailored for executive-level conversations • Support smooth deployment transitions by working closely with professional services, support, and customer success teams • Provide roadmap guidance, operational reviews, and strategic check-ins to reinforce customer value realization • Continue as a trusted advisor to enterprise leadership, ensuring ongoing alignment of their evolving needs with solution capabilities

• Own and deliver technical demos that accelerate deals — translate real customer workflows into high-impact, tailored experiences. • Build quick integrations and prototypes using Zapier, Retool, or Make to demonstrate value fast. • Map and reason through data flows across TMS, WMS, and CRM systems — understanding APIs, schemas, and webhooks. • Partner with Sales on proofs of concept and technical validation throughout the deal cycle. • Communicate clearly across audiences — from operations leads to CTOs, adapting depth and framing as needed. • Enable the GTM team — build demo templates, run feature briefings, and improve internal technical fluency. • Feed insights back to Product — capture workflow pain points and feature requests from the field to shape roadmap direction.

• Create and deliver technical product presentations to prospective customers • Gather customer technical requirements to ensure proposed solutions will meet customer goals and needs • Lead product evaluations and custom product configurations • Design evaluation test plans with customers and guide the process to successful outcomes

Role Description As Commercial Solutions Specialist in Dearborn, MI (Remote), you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. The Position will serve as the primary technical support for all FPI services: telematics, data services, fleet management, including multi-tier support and triage of customer issues associated with FPI software, hardware, and systems. Our approach is customer-centric throughout the problem-solving and customer support process. This role will demonstrate an innate ability to get to the root cause of the reported problems. The Position will be responsible for driving issues to resolution within SLA/issue management goals and communicate resolution efforts back to internal stakeholders, team members, and the customer. During a Typical Day, You’ll: - Be first point of contact for technical support. - Provide administrative problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. - Take ownership to resolve complex issues, working independently and cross-functionally. - Escalate issues as necessary to Project Management, Customer Success Managers, Sales Team, and Support Engineering. - Capture customer support issue trends and report to management. - As needed, general troubleshooting, dispatch field technicians to customer sites for data services, telematics, or quality team support. - Update Customer & Internal Knowledge base as necessary based on customer calls and trends. - Create, update, and maintain ownership of cases, upholding SLAs ranging from low to critical priority. - Provide updates, status, and completion information to management. - Handle incoming email, phone, and chat contacts as required by process and provide high level of customer satisfaction. - Look for opportunities to improve turnaround time to customers. - Identify trends and report out on business improvement opportunities. - Backup Account business owner when he/she is either out of the office or not available. - Support Ford business owner by working closely together on escalated cases. - Manage customer handling processes. - Interact with Business Partners as needed including: - Attend Business Partner meetings to resolve issues and discuss program changes and enhancements. - Keep abreast of anticipated program launches and changes. - Work with Manager of NA Operations on monthly business reports as needed. - Thrive in a remote environment and interact with the Percepta and client team as required to drive operational excellence. - Adhere to and support all Percepta and Business Partner quality initiatives, systems, and policies. - Support all Percepta Call Center policies and procedures. - Attend and participate in team meetings. - Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance. - Complete training courses as directed by Operations and/or Training. - Complete additional tasks/projects as needed. Qualifications - High school diploma required. - Associate degree or college degree preferred. Requirements - 3 years contact center experience required. - Previous experience working on a Percepta or Ford program advantageous. - Understanding of operations program handling processes preferred. Skills - Problem solving skills. - Excellent written, verbal and listening skills. - Strong empathy along with an awareness of customer/user loyalty drivers. - Ability to work well with all levels of the organization. - Excellent organizational, time management and strong problem-solving skills. - Logical thinker. - Proven ability to work in a fast-paced environment. - Works well independently and in a team environment. - Ability to multi-task. Benefits - Salary is $20.00 per hour. - Health/Dental/Vision/Life Insurance. - Flexible Spending Account (FSA) and Health Savings Account (HSA). - 401(k) with company match. - Vacation/Sick Time and Paid Holidays. - Tuition Reimbursement. - Employee Assistance Program. - Employee Discount Program. - Training and Development Programs (Percepta College). - Employee Rewards Program (Perci Perks).