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Senior Manager, Customer Solutions Engineering - Rocket Software - Waltham, MA

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Job Information:

Company: Rocket Software

Senior Manager, Customer Solutions Engineering

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


Job Description Summary

The Senior Manager, Customer Solutions Engineering brings creativity, curiosity and passion to the role. They are responsible for ensuring that the goals and objectives of their team in Customer Solutions Engineering are being met. The Senior 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.

The Senior Manager will be assigned complex products or a full product line of solutions from the Rocket Software portfolio. They will be a part of Rocket Software’s dynamic team of professional services domain experts who work at a fast pace and expect the best from each other. Their team will be a global team of professional services consultants working with multiple products.


Essential Duties And Responsibilities

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
  • Guide 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
  • Work 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
  • Collaborate with Rocket engineering, sales, and partners to continually improve professional services for the products your team services
  • Highly organized and detail oriented to be able to track the activity of a global team working with multiple products and multiple customers or partners simultaneously.
  • Cross functional leadership and collaboration with product management, sales, engineering and product support.


Services to Customers

Provide exceptional value-driven services to customers

  • Develop a highly capable team of professional services engineers to deliver world-class service to Rocket customers
  • Build a team with a culture of accountability adhering to Rocket’s values as the face of Rocket to customers and partners
  • Liaison with Rocket strategic partners and stakeholders


Required Qualifications

  • 10 + years in related Information Technology position
  • 6+ years’ experience managing an information technology team including software engineers or customer facing consultants
  • Strong leadership skills and experience successfully managing a globally dispersed team
  • Ability to prioritize work based on all parameters
  • Excellent interpersonal skills
  • Critical thinking, analytical and problem solving
  • Relationship management
  • Excellent written and verbal communication


Preferred Qualifications

  • Experience working in a professional services organization
  • Experience with IBM mainframe products



Bachelor’s or master’s degree or equivalent work experience


Travel Requirements

Up to 10-25%


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.

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.

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


Job Status:

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