Director, Customer Solutions Engineering

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Job Description Summary:

The Director, Customer Solutions Engineering (CSE) is responsible for managing multiple teams and overseeing the company’s results in providing services to its customers. The position successfully focuses the efforts of the Professional Services team ensuring that projects are completed as proposed- on time, within budget and with exceptional quality. In addition, the Director, CSE assumes the responsibility of resource allocation for each of the individual teams they manage. The position builds teams and leads them to deliver for customers, ensuring quality control throughout engagements. The Director, CSE is responsible for ensuring the team’s continual skills growth, adaptability, and flexibility to respond to the dynamic needs of Rocket’s customers. The Rocket CSE function includes teams with four disciplines: Solutioning, Project Delivery, Engineering, and Operations. The Director, CSE will hold primary responsible for one of these functions and is expected to be heavily engaged with leadership and teams representing all disciplines.

Essential Duties and Responsibilities:

• Ensure the successful delivery of services-driven solutions to customers.
• Understand the expectations and desired outcomes of the customer to ensure the customers operational and business priorities will be met with as a result of the team’s delivered results.
• Contribute to legendary customer outcomes and overall profitability through continual improvement in scoping and execution of implementations.
• Motivate, coach and lead a high performing, geographically dispersed team, fostering a community of excellence, accountability, continuous learning and innovation.
• Develop, monitor and continuously improve CSE methodologies, programs and strategies to ensure effective, repeatable, and scalable business practices.
• Ensure team capability and methods result in excellent customer training experiences.
• Foster global knowledge transfer, resource sharing and standardization.
• Keep a pulse on customer engagements, ensuring teams are equipped to resolve issues and initiate appropriate escalations.
• Provide success measurements and drive continuous improvement.
• As a role model of Rocket’s core values, support the professional and technical skills growth of each team member to position them for success.
• Collaborate with Business Units to share customer concerns and requirements for product enhancements.

Required Qualifications:

• 10 + years of experience in client satisfaction/customer success in a software services delivery organization.
• 8+ years’ experience managing teams supporting services pre-sales, project management, or software engineering experience.
• Strong process development and management skills with proven organizational re-engineering experience utilizing industry best practices
• Adapts to changes in the work environment, manages competing demands and deals with frequent changes, delays or unexpected events.
• Prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
• Proficient leading a team of customer-facing consultants and engineers.
• Excellent communication skills, both internally and externally, in the variety of formats and circumstances required for a senior, customer-facing role.
• Experience leading onboarding and professional services functions.
• Experience with global teams, customers and deployments.
• Inclusive leadership style that solicits and is receptive to input from team members but is also decisive once inputs are obtained
• Ability to work in a high-volume environment which is very fast paced and demanding.

• Experience with Mainframe or IBMi business application solutions is a plus but not required
• Experience with a variety of technologies applicable to business application is a plus but not required

Information Security:

Information security is everyone’s responsibility.  A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.

Diversity, Inclusion & Equity:

At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.

#LI-Remote

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Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

At Rocket Software, we believe AI is a critical enabler of innovation and productivity. All Rocketeers are expected to actively leverage AI-powered tools and technologies, where appropriate, to enhance efficiency, improve decision-making, and deliver greater impact in their roles. Embracing continuous learning and the responsible use of AI is an essential part of how we work.

As part of our commitment to a safe and trustworthy workplace, we include background and reference checks in our hiring process.

Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities.  If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to [email protected].  We will make a determination on your request for reasonable accommodation on a case-by-case basis.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!