Senior Director, Customer Solutions Engineering (Professional Services)

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

Job Description Summary:

The Senior Director, Customer Solutions Engineering (CSE) is responsible for managing CSE Delivery consulting teams and ensuring the successful delivery of consulting services to Rocket customers across all products for which Rocket provides professional services. The position successfully focuses the efforts of CSE Delivery leaders and teams ensuring projects are delivered to the highest standard of quality, on time, and within budget, resulting in successful outcomes for Rocket customers. In addition, the Senior Director, Customer Solutions Engineering (CSE) assumes responsibility for ensuring staff readiness and availability to provide resources to service the entire Rocket CSE project portfolio. The position provides leadership, develops future leaders, and builds capable teams to deliver the required results for Rocket customers.

This position is highly influential and collaborative, working effectively across all functions at Rocket that contribute to or depend on successful customer outcomes. Both within and outside CSE, this position ensures that communication and collaboration are robust and properly influence product direction, effective services offerings, services delivery financial and metrics accuracy, customer support alignment, and other forms of partnership that support Rocket’s growth and success.
throughout a project life cycle.

Essential Duties and Responsibilities:

• Provide leadership and be a role model in the demonstration of Rocket values in carrying out all aspects of the role, with customers, partners, team members, and all Rocketeers.
• Ensure high quality, successful delivery of service solutions to customers.
• Understand the strategic direction, expectations, and desired outcomes of the customer to ensure customers’ expectations are being met.
• Increase customer satisfaction and Rocket CSE profitability through improved execution of implementations and customer service capabilities and activities.
• Improve the company's competitive position thru improved execution, efficiency, and productivity.
• Motivate, coach, and lead a high performing, geographically dispersed team of managers and individual contributors spanning all products that Rocket services.
• Foster a community of excellence, professionalism, accountability, continuous learning, and innovation.
• Partner with Project Management and Operations leadership to develop, monitor and continuously improve delivery methodologies, programs, and strategies to ensure effective, repeatable, and scalable project management, resource utilization practices, and reporting.
• Foster global knowledge transfer, resource sharing and standardization to ensure flexibility across the organization in support of changing services demands.
• Assess risks, anticipate, and remove bottlenecks and resolve escalations impeding customer success.
• Collaborate with other functions to ensure smooth execution, identifying gaps, and taking action to address them.
• Handle challenges, objections, and roadblocks effectively with a growth mindset of solution development.
• Contribute to development, readiness, and deployment of new service offerings.
• Serve as executive escalation for services customers, while coordinating with team.
• Ensures Statements of Work are clear, concise, and outcomes can be achieved effectively.
• Ensure project methodology, practices and deliverables deliver predictable, high-quality results.
• Provide success measurements and drive continuous improvement.
• Mentor, develop and optimize a large services team that implements Rocket solutions.
• Manage and develop a team of accomplished professionals to support career growth and succession readiness.
• Provide leadership in collaboration with Business Units to influence product roadmaps, improving customer experiences and services efficiencies.

Qualifications:

• 15+ years of experience leading client satisfaction/customer success in a software services delivery organization.
• 8+ years project management and/or technology management experience.
• Ability to manage relationships and communication at all levels, inspiring others to collaborate, succeed, and to support the CSE mission.
• Strong process development and management skills with proven organizational re-engineering experience
• Adapts to changes in the work environment, effectively handles ambiguity, manages competing demands, and deals with frequent change, delays, or unexpected events.
• Prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
• Proficient leading a team of CSE Managers and customer-facing consultants.
• Excellent communication skills, both internally and externally, in a variety of formats and circumstances required for a senior, customer-facing role.
• Experience with global teams, customers, and functional models.
• Inclusive leadership style that solicits and is receptive to input from team members but is also decisive once inputs are obtained
• Ability to work in a very fast paced, demanding and high-volume environment.

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.

The base salary range for this role is $152,440.00 - $190,550.00 /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

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.

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