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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.
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:
4-8 years' experience, including success leading and coaching teams 8 + years in related Information Technology position
Bonus: Experience with insurance claims processing
Excellent interpersonal skills
Critical thinking, analytical and problem solving
Excellent written and verbal communication
Previous customer facing experience is a plus
Committed to Rocket's 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.
#LI-SD1 #LI-Remote
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:
Extensive paid time off programs (paid holidays, sick, and unlimited vacation time)
Healthcare coverage options to fit you (and your family’s) needs
Retirement savings, with matching contributions by Rocket Software
Life and disability coverage
Leadership and skills training opportunities
Two paid work days for off-site training
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!
