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Job Description Summary:
The Manager, Customer Solutions Engineering brings creativity, curiosity, and passion to the role. They are responsible for ensuring that the goals and objectives of their product team in Customer Solutions Engineering are being met. The Manager leads their team to motivate, organize, and oversee the daily operations of the team activities. This includes the continual coaching and career development of the team members.Essential Duties and Responsibilities:
Team Leadership
Work with the Director of Customer Solutions Engineering to set goals and objectives for the team
Plan, strategize, and track tasks and timelines for the team to accomplish set team goals
Communicate with team members on a daily basis to ensure day to day deliverables and road blocks are being addressed
Manage resource allocations and workloads based on incoming customer requests and projects
Interface with Project Delivery on project escalations and strategy questions on behalf of the team
Develop team processes for training and updates to team collateral on product changes and ensure those processes are being followed
Mentor and connect team members to resolve employee training queries and questions
Create employee training plans and provide product services training as appropriate
Develop and grow team members careers by setting objectives for each employee and coaching them to ensure their goals are met
Resolve any team concerns or escalations with the Director of Customer Solutions Engineering
Services to Customers
Provide exceptional value-driven services to customers
Builds upon established solution delivery techniques to help drive continual improvement
Establishes credibility as a Rocket product expert with all audience levels
Mentors and teaches junior consultants on product implementation strategies
Leverages Rocket subject matter experts to provide effective and creative solutions to Rocket customers
Drafts customer and internal training materials on our products
Handles objections professionally; answers questions quickly and coherently; deals with challenges assertively and persuasively
Partners with Project Management to communicate progress, risks and roadblocks considering customer objectives, timeframe and budget
Gains an understanding of the customer business and seeks to identify opportunities where Rocket can bring added value to the customer
Guides client best practice configuration and use of Rocket products and trains customers in administration and use of the products
Demonstrates consulting and technical leadership skills and is able to lead teams on engagements with mid-level complexity
Contributes as subject matter expert in services pre-sales activities including discovery, scoping and solution proposals.
Qualifications:
8 + years in related Information Technology position
5+ years Project Management, Consulting, or management experience
5+ years development, application lifecycle or change management experience
Excellent interpersonal skills
Critical thinking, analytical and problem solving
Relationship management
Excellent written and verbal communication
Previous customer facing experience is a plus
Bonus: Experience with legacy platforms (Mainframe, IBM i)
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.
.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.
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!
