Director, Customer Solutions Engineering

Essential Duties and Responsibilities

• Ensure the successful delivery of services-driven solutions to customers.
• Understand the expectations and desired outcomes of the customer to ensure the customers operational and business priorities will be met with as a result of the team’s delivered results.
• Contribute to legendary customer outcomes and overall profitability through continual improvement in scoping and execution of implementations.
• Motivate, coach and lead a high performing, geographically dispersed team, fostering a community of excellence, accountability, continuous learning and innovation.
• Develop, monitor and continuously improve CSE methodologies, programs and strategies to ensure effective, repeatable, and scalable business practices.
• Ensure team capability and methods result in excellent customer training experiences.
• Foster global knowledge transfer, resource sharing and standardization.
• Keep a pulse on customer engagements, ensuring teams are equipped to resolve issues and initiate appropriate escalations.
• Provide success measurements and drive continuous improvement.
• As a role model of Rocket’s core values, support the professional and technical skills growth of each team member to position them for success.
• Collaborate with Business Units to share customer concerns and requirements for product enhancements.

Required Qualifications

• 10 + years of experience in client satisfaction/customer success in a software services delivery organization.
• 8+ years’ experience managing teams supporting services pre-sales, project management, or software engineering experience.
• Strong process development and management skills with proven organizational re-engineering experience utilizing industry best practices
• Adapts to changes in the work environment, manages competing demands and deals with frequent changes, delays or unexpected events.
• Prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
• Proficient leading a team of customer-facing consultants and engineers.
• Excellent communication skills, both internally and externally, in the variety of formats and circumstances required for a senior, customer-facing role.
• Experience leading onboarding and professional services functions.
• Experience with global teams, customers and deployments.
• 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 high-volume environment which is very fast paced and demanding.
• Experience with Mainframe or IBMi business application solutions is a plus but not required
• Experience with a variety of technologies applicable to business application is a plus but not required

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