Senior Customer Solutions Engineer

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

Job Description Summary:

The Senior Customer Solutions Engineer is a product expert and trusted advisor providing primarily post sales technical expertise during the installation, implementation and post-implementation servicing of company products. Provide support to customer personnel and company sales staff by disseminating technical information on specific applications. Provide pre-sales technical support through sales presentations and product demonstrations to sales staff, partners and prospects. Work with our partner community to build their knowledge and independence around pre and post sales tasks. As a trusted advisor, work with existing customer base to ensure best practices and customer satisfaction.

Essential Duties and Responsibilities:

• Technical Expertise

• Established credibility as SME on multiple products.

• Develop in-depth conceptual and technical knowledge of Rocket product line including new releases, new products and interfaces.

• Present and deliver highly technical presentations and training on products.

• Provides best practices guidance and technical expertise during the installation, implementation and post-implementation servicing of company products. 

• Liaison with Support and Lab to research and respond to detailed questions from prospective and current customers.

• Provide consulting services to implement detailed customer implementation requirements.

• Ensures that client’s needs have been met and that the product/solution is fully functioning according to specification. 

• Ensures the product implementation method is supportable, maintainable and scalable per established and proven Rocket standards.

• Liaison between customer, partners, Rocket technical support team and Rocket Sales staff to resolve complex issues

• Sharing customer feedback to product management for future enhancements

• Demonstrate an understanding of practical application of the products in a variety of customer environments.

• Provide services to customers and partners

• Establish credibility with a broad range of business resources; highly experienced developers, systems administrators, project managers, business end users, and executives

• Using established techniques, deliver implementation services that allow for successful proof of concept and post-sales deployment of purchased products. 

• Guide client in the set up and configuration of Rocket products and train customers in administration and use of the products.

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

• Work effectively with Project Management to deliver assignments within scope and committed timeline. Complete delivery and administrative tasks throughout complete project lifecycle.

• Work as an effective team member or lead in large implementation projects.

• Work with Rocket partner community to provide appropriate pre and post sales training to ensure a partner can effectively lead a sales opportunity and product implementations.

• Review existing customer implementations to ensure best practices are utilized for maximum customer satisfaction and ongoing business retention

Required Qualifications:

• Experience required

  • 8+ years in related Information Technology position

  • 5+ years Project Management, Consulting, or team lead experience

  • 5+ years development, application lifecycle or change management experience

• Senior level skills in the following

  • Enterprise application development (e.g. Java, .NET, Web)

  • IBM i application development

  • Business process requirements and design

  • Database technologies (e.g. Oracle, SQL, DB2)

  • i5/OS, Windows and/or Linux OS

• Proven critical thinking, analytical and troubleshooting skills

• Excellent interpersonal, relationship management and communication skills. 

• Excellent time management skills

• Previous customer facing consulting experience

Preferred Qualifications:

• Previous travel-oriented position held

Education:

Bachelor’s Degree, or equivalent work-related experience

Travel Requirements:

Up to 50%

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.

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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.

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

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!