Manager, Customer Solutions Engineering

It's fun to work in a company where people truly BELIEVE in what they're doing!

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

• Experience with legacy platforms (Mainframe, IBM i) is a strong plus

• Excellent interpersonal skills

• Critical thinking, analytical and problem solving

• Relationship management

• Excellent written and verbal communication

• Previous customer facing experience is a plus

• Committed to Rocket core values of empathy, humanity, trust and love.

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.

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The base salary range for this role is $91,270.00 - $114,088.00 /year. Exact compensation may vary based on skills, experience, and location.

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What Rocket Software can offer you in USA:

• Unlimited Vacation Time as well as paid holidays and sick time
• Health and Wellness coverage options for Rocketeers and dependents
• Life and disability coverage
• Fidelity 401(k) and Roth Retirement Savings with matching contributions
• Monthly student debt benefit program
• Tuition Reimbursement and Certificate Reimbursement Program opportunities
• Leadership and skills training opportunities

EOE M/F/Vet/Disability.  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.

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 people@rocketsoftware.com.  We will make a determination on your request for reasonable accommodation on a case-by-case basis.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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