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
1. Work with the Director of Customer Solutions Engineering to set goals and objectives for the team
2. Plan, strategize, and track tasks and timelines for the team to accomplish set team goals
3. Communicate with team members on a daily basis to ensure day to day deliverables and road blocks are being addressed
4. Manage resource allocations and workloads based on incoming customer requests and projects
5. Interface with Project Delivery on project escalations and strategy questions on behalf of the team
6. Develop team processes for training and updates to team collateral on product changes and ensure those processes are being followed
7. Mentor and connect team members to resolve employee training queries and questions
8. Create employee training plans and provide product services training as appropriate
9. Develop and grow team members careers by setting objectives for each employee and coaching them to ensure their goals are met
10. Resolve any team concerns or escalations with the Director of Customer Solutions Engineering
Services to Customers
11. Provide exceptional value-driven services to customers
12. Builds upon established solution delivery techniques to help drive continual improvement
13. Establishes credibility as a Rocket product expert with all audience levels
14. Mentors and teaches junior consultants on product implementation strategies
15. Leverages Rocket subject matter experts to provide effective and creative solutions to Rocket customers
16. Drafts customer and internal training materials on our products
17. Handles objections professionally; answers questions quickly and coherently; deals with challenges assertively and persuasively
18. Partners with Project Management to communicate progress, risks and roadblocks considering customer objectives, timeframe and budget
19. Gains an understanding of the customer business and seeks to identify opportunities where Rocket can bring added value to the customer
20. Guides client best practice configuration and use of Rocket products and trains customers in administration and use of the products
21. Demonstrates consulting and technical leadership skills and is able to lead teams on engagements with mid-level complexity
22. Contributes as subject matter expert in services pre-sales activities including discovery, scoping and solution proposals.
Qualifications:
23. 8 + years in related Information Technology position
24. 5+ years Project Management, Consulting, or management experience
25. 5+ years development, application lifecycle or change management experience
26. Excellent interpersonal skills
27. Critical thinking, analytical and problem solving
28. Relationship management
29. Excellent written and verbal communication
30. Previous customer facing experience is a plus
31. 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.
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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.
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 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!