Rocket Software, Inc. Manager, Customer Solutions Engineering in Topeka, Kansas
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. This individual is responsible for ensuring that the goals and objectives of their team in Customer Solutions Engineering are being met. The Manager leads their team to motivate, organize, and oversee the daily operations of the team’s activities. This includes the continual coaching and career development of the team members.
The Manager will bring critical difference-making skills to support Rocket’s Customer Solutions Engineering team and Rocket’s customers in their implementations of Rocket Content Services technologies. These technologies help organizations automate, secure, deliver, and derive new value from organizational information in data, application, process, infrastructure, and user contexts. You will be at the center of key industry trends and technical change at some of the largest organizations in the world.
In this position, you will:
• Oversee and mentor a team of diverse, highly-skilled Customer Solutions Engineers
• Manage the successful delivery of Rocket solutions to customers while guiding high-value and high-profile customer facing projects
• Provide oversight to projects where the CSE team solves real problems for, and delivers real value to, Rocket’s customers and partners on a daily basis
• Ensure your team delivers successful outcomes for Rocket’s customers and partners with speed, precision, quality, and innovation
• Demonstrate that Rocket takes our commitments seriously – to our customers, to our partners, and to each other
• Embody Rocket’s core values of empathy, humanity, trust, and love
Essential Duties and Responsibilities :
Lead a team focused on delivering exceptional value-driven services to customers:
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
Guide team members on a daily basis to ensure day to day deliverables and roadblocks are addressed
Manage resource allocations and workloads based on incoming customer requests and projects
Collaborate with Project Delivery to resolve 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
Provide exceptional value-driven services to customers
Build upon established solution delivery techniques to help drive continual improvement
Establish credibility as a Rocket product expert with all audience levels
Mentor and teach junior consultants on product implementation strategies
Leverage Rocket subject matter experts to provide effective and creative solutions to Rocket customers
Draft customer and internal training materials on our products
Handle objections professionally; answer questions quickly and coherently; address challenges assertively and persuasively
Partner with Project Management to communicate progress, risks and roadblocks considering customer objectives, timeframe and budget
Gain an understanding of the customer’s business and seek to identify opportunities where Rocket can bring added value to the customer
Guide client best practice configuration and use of Rocket products and train customers in administration and use of the products
Demonstrate consulting and technical leadership skills and lead teams on engagements with mid-level complexity
Contribute as subject matter expert in services pre-sales activities including discovery, scoping and solution proposals
8+ years in a related Information Technology position
5+ years of management of diverse teams, including customer-facing consultants
Experience managing customer and stakeholder expectations
Demonstrated ability of managing multiple diverse activities simultaneously, including team members, customers, projects – regardless of geography, timeline, or time zone variation
Critical thinking, analytical and problem solving, problem determination, and problem escalation skills
Demonstrated relationship management experience
Language skills: excellent written and verbal communication, including fluent spoken/written English
Experience in project delivery across countries, languages, cultures
Knowledge of Content Management technology (e.g., Mobius, FileNet, OpenText, Documentum, etc.)
Experience with distributed operating systems (Linux, Windows), including cloud technologies (AWS, Azure, etc.)
Knowledge of databases and database concepts (DB2, Oracle, SQL Server, PostgreSQL, etc.)
Knowledge of Web Application Servers (WebSphere, Tomcat)
Knowledge of REST API (or Java APIs)
Education: Bachelor’s Degree or equivalent experience
Travel Requirements: 10-25%
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.
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@example.com. 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!