Principal Customer Solutions Engineer

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

Job Description Summary:

Job Overview:
The Senior Customer Solutions Engineer brings creativity, curiosity and passion to the role. They are technically versatile and deliver differentiated exceptional customer experiences to Rocket’s customers by:
· Solutioning services that allow for successful post-sales deployment of Rocket products
· Solving real problems for, and delivering real value to, our customers and partners – every day
· Solutioning and enabling delivery of successful services for our customers and partners with speed, precision, quality, and innovation
· Demonstrating that we take commitments seriously – to our customers, to our partners, and to each other

Job Overview:

The Senior Customer Solutions Engineer brings creativity, curiosity and passion to the role. They are technically versatile and deliver differentiated exceptional customer experiences to Rocket’s customers by:

· Solutioning services that allow for successful post-sales deployment of Rocket products

· Solving real problems for, and delivering real value to, our customers and partners – every day

· Solutioning and enabling delivery of successful services for our customers and partners with speed, precision, quality, and innovation

· Demonstrating that we take commitments seriously – to our customers, to our partners, and to each other

Essential Duties and Responsibilities:

· Engage with Sales and PreSales teams to architect implementation services for customers, develop estimates in collaboration with SMEs, construct robust SOWs, negotiate rates and develop pricing for the SOWs

· Engage with partners for solutioning, including managing partner rates, qualifications, and positioning.

· Work cross‑functionally across Rocket to ensure solutions align to standards and move seamlessly through operational processes.

· Competitive Takeout solutioning - Build product maps and proposals of Rocket products that can replace equivalent competitors’ products at customer sites; Work with other solutioners to lead cross-portfolio solutioning to develop a cohesive solutioning proposal for any competitive takeout deals

· Build upon established solution delivery techniques to help drive continual improvement of Solutioning process

· Establish credibility as a Rocket product expert with all audience levels

· Leverage Rocket subject matter experts to provide effective and creative solutions to Rocket customers

· Handle objections professionally; answer questions quickly and coherently; deal with challenges assertively and persuasively

· Gain understanding of the customer 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 technical leadership skills and be able to lead teams on engagements with mid-level complexity

· Contribute as subject matter expert in services pre-sales activities including discovery, scoping and solution proposals.

Required Qualifications:

· Experience required

o 8+ years in related Information Technology position in Solutioning, Professional Services, Services Delivery, Presales or similar roles.

o 5+ years Consulting or team lead experience

o 2+ years customer-facing experience

o ?? 2+ years of project management ??

o 2+ years development, business analysis, or requirements gathering experience

· Excellent interpersonal skills

o Must be self-motivated and able to manage multiple projects and initiatives simultaneously, regardless of timeline or time zone variations.

o Critical thinking, analytical and problem solving

o Capable of synthesizing complex and varied inputs and applying conceptual thinking to drive clarity and direction.

o Problem determination, diagnosis, identification, testing, and resolution

o Relationship management

o Excellent written and verbal communication

· Occasional travel required

Preferred Qualifications:

· Partner-engagement and Sales-engagement experience

· Broad technology experience highly beneficial, including:

o Legacy platform and mainframe computing

o Distributed operating systems

o Knowledge of databases and database concepts

o Web technologies

o Cloud experience (AWS, Azure, etc)

· Experience with data-modernization use cases or technologies

· Location – US time zone

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-JC1

#LI-Remote

Annual salary range for this position is between $114,500.00 - $154,575.00 gross before taxes.

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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 [email protected].  We will make a determination on your request for reasonable accommodation on a case-by-case basis.

As part of our commitment to a safe and trustworthy workplace, we include background and reference checks in our hiring process.

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!