I spent nearly half a decade of my life as a Solutions Engineer, and towards the end of that time, managed a team of SEs. In that time, I developed an understanding of what separates a good SE from a great one, and it's not quite as obvious as it seems.

Here's my thoughts:

1. Great SEs are typically the ultimate problem solvers.

Sometimes SEs have to say 'no' to a customer, and in doing so, they're usually also putting a deal on the line. However, you wouldn't believe the ways I've seen the best SEs avoid this. From making the customer look at their problem differently, to building great workarounds that all parties are happy with. SEs have a huge adversity to letting customers down, and will pull any string to ensure that's never the case.

2. Great SEs are some of the best storytellers I've met.

Have you ever come out of a demo and thought "that was the best demo ever". Why is that? In my opinion, it's probably not because the features that the SE showed were anything magical, but the way they weaved them together and told a story that made all the difference. The best SEs can talk about an integration as if it's some otherworldly magic.

3. A good SE panics when their demo goes wrong, but a great SE uses it to their advantage.

Great SEs are unflappable under pressure. The best SEs can mask an issue, and find an alternative path on the fly. There's usually no "whoops", or big apology. A great SE moves on fluidly, sometimes the customer isn't even aware something didn't go to plan. Other times, the issues are insurmountable, perhaps the entire product is down. But when this happens, a great SE will have probably built enough rapport to reschedule, run pre-recorded demos or use the meeting time differently. Either way, a great SE doesn't fall apart when their demo does.

4. Great SEs are perpetual learners.

They don't just keep up with their own product – they stay abreast of industry trends, competitor offerings, and emerging technologies. This broad knowledge base allows them to provide more comprehensive solutions and engage in higher-level strategic discussions with clients.

5. Empathy is a superpower for great SEs.

They genuinely care about solving the customer's problems and can put themselves in the customer's shoes. This empathy allows them to anticipate needs, address unspoken concerns, and build lasting relationships that go beyond the sale.

6. Great SEs are collaborative force multipliers.

They work seamlessly with sales reps, product managers, and support teams. They understand that their role is not just to win deals, but to ensure customer success long after the contract is signed. They're often the glue that holds complex deals together.

In conclusion, while technical expertise is crucial, it's these additional qualities that truly set apart the great SEs. They're not just product experts – they're trusted advisors, problem solvers, and strategic partners to both their customers and their own organisations.

As we continue to see the role of SEs evolve, particularly with the advent of AI-powered tools like Elo AI, these differentiating factors will become even more critical. The great SEs of tomorrow will leverage these technologies to amplify their impact, focusing their unique human skills on high-value activities that drive real business outcomes.