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Customer Service
Manager, Customer Solutions Engineering
@110 Rocket Software Inc
[Hiring] Manager, Customer Solutions Engineering @110 Rocket Software Inc
Jan 29, 2025 - 110 Rocket Software Inc is hiring a remote Manager, Customer Solutions Engineering. đź’¸ Salary: $91,270.00 - $114,088.00 /year. đź“ŤLocation: USA.
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Role Description
The Manager, Customer Solutions Engineering brings creativity, curiosity, and passion to the role. They are responsible for ensuring that the goals and objectives of their product team in Customer Solutions Engineering are being met. The Manager leads their team to motivate, organize, and oversee the daily operations of the team activities, including the continual coaching and career development of the team members.
- 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
- Communicate with team members on a daily basis to ensure day-to-day deliverables and roadblocks are being addressed
- Manage resource allocations and workloads based on incoming customer requests and projects
- Interface with Project Delivery on 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
Services to Customers:
- Provide exceptional value-driven services to customers
- Build upon established solution delivery techniques to help drive continual improvement
- Establish credibility as a Rocket product expert with all audience levels
- Mentor and teach junior consultants on product implementation strategies
- Leverage Rocket subject matter experts to provide effective and creative solutions to Rocket customers
- Draft customer and internal training materials on our products
- Handle objections professionally; answer questions quickly and coherently; deal with challenges assertively and persuasively
- Partner with Project Management to communicate progress, risks, and roadblocks considering customer objectives, timeframe, and budget
- Gain an 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 consulting and technical leadership skills and lead teams on engagements with mid-level complexity
- Contribute as subject matter expert in services pre-sales activities including discovery, scoping, and solution proposals
Qualifications
- 4-8 years' experience, including success leading and coaching teams
- 8+ years in related Information Technology position, ideally professional services or other customer-facing role
- Experience with software development, resource management highly preferred
- Bonus: Experience with insurance claims processing
- Excellent interpersonal skills
- Critical thinking, analytical and problem-solving skills
- Excellent written and verbal communication
- Committed to Rocket's core values of empathy, humanity, trust, and love
Requirements
- Information security is everyone’s responsibility
- 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
Benefits
- 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
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| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
$91,270.00 - $114,088.00 /year
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Jan 29, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
