At a Glance
- Tasks: Lead multiple teams to deliver exceptional customer solutions and ensure project success.
- Company: Join a dynamic company that values innovation and teamwork.
- Benefits: Enjoy a competitive salary, remote work options, and opportunities for professional growth.
- Other info: Embrace a culture of inclusivity and continuous learning while working with cutting-edge technology.
- Why this job: Make a real impact by driving customer success and leading high-performing teams.
- Qualifications: 10+ years in customer success and team management, with strong communication skills.
The predicted salary is between 63000 - 77000 £ per year.
It's fun to work in a company where people truly BELIEVE in what they're doing!
Job Description Summary
The Director, Customer Solutions Engineering (CSE) is responsible for managing multiple teams and overseeing the company’s results in providing services to its customers.
The position successfully focuses the efforts of the Professional Services team ensuring that projects are completed as proposed- on time, within budget and with exceptional quality.
In addition, the Director, CSE assumes the responsibility of resource allocation for each of the individual teams they manage.
The position builds teams and leads them to deliver for customers, ensuring quality control throughout engagements.
The Director, CSE is responsible for ensuring the team’s continual skills growth, adaptability, and flexibility to respond to the dynamic needs of Rocket’s customers.
The Rocket CSE function includes teams with four disciplines: Solutioning, Project Delivery, Engineering, and Operations.
The Director, CSE will hold primary responsible for one of these functions and is expected to be heavily engaged with leadership and teams representing all disciplines.
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
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.
#LI-Remote
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.
At Rocket Software, we believe AI is a critical enabler of innovation and productivity.
All Rocketeers are expected to actively leverage AI-powered tools and technologies, where appropriate, to enhance efficiency, improve decision-making, and deliver greater impact in their roles.
Embracing continuous learning and the responsible use of AI is an essential part of how we work.
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 people@rocketsoftware. com.
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!
Director, Customer Solutions Engineering employer: Rocket Software Development India
Rocket Software is an exceptional employer that fosters a dynamic and inclusive work culture, where innovation and collaboration thrive. As a Senior Manager in Software Engineering, you will lead a global team dedicated to delivering cutting-edge solutions while enjoying opportunities for professional growth and development. With a strong commitment to diversity, equity, and the responsible use of AI, Rocket Software empowers its employees to excel in their roles and contribute meaningfully to the company's success.
Contact Details:
Rocket Software Development India Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Director, Customer Solutions Engineering
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Rocket Software Development India. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Rocket Software Development India before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director, Customer Solutions Engineering
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Rocket Software Development India:Your cover letter is your chance to shine! Tell us why you want to work at Rocket Software Development India specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Rocket Software Development India!
How to prepare for a job interview at Rocket Software Development India
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
