Manager, Customer Solutions Engineering

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

The Manager of the COBOL and ChangeMan Practice will oversee the delivery of our mainframe migration solutions and services globally, ensuring high-quality service, client satisfaction, and efficient project execution across a wide customer base. This role requires strong expertise in managing services in the mainframe domain, particularly in relation to COBOL and ChangeMan projects. The ideal candidate will have a deep understanding of client needs when using Rocket COBOL products, strong relationship-building skills, and the ability to coordinate with cross-functional teams to ensure successful project and service delivery working with your customer base globally.

The candidate will take a key role within Rocket Software CSE Team working with the Sales, Pre-Sales, Delivery and Product Engineering teams to drive sustainable solutions to the customer, involving coordination of our teams across the globe working on various customer projects.

Strong Technical and Architecture Skills including IT value chain components: Strategy Planning, Architecture disciplines, Microfocus COBOLs, ChangeMan, Mainframe Usage, Mainframe Migration, zOS, COBOL, JCL, and Microfocus 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.
• 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 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.

Qualifications

• 8+ years in related Information Technology position.
• 5+ years Project Management, Consulting, or management experience.
• 5+ years development, application lifecycle or change management experience.
• Excellent interpersonal skills.
• Critical thinking, analytical and problem-solving.
• Relationship management.
• Excellent written and verbal communication.
• Previous customer-facing experience is a plus.

Bonus: Experience with legacy platforms (Mainframe, IBM i).

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