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Senior Customer Solutions Engineer
Rocket Software
This job is no longer accepting applications
See open jobs at Rocket Software.See open jobs similar to "Senior Customer Solutions Engineer" Mass Technology Leadership Council.Other Engineering, Customer Service
Massachusetts, USA · Remote
Posted on Saturday, April 27, 2024
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
Business process requirements and design
Database technologies (e.g. Oracle, SQL, DB2)
i5/OS, Windows and/or Linux OS
Enterprise Content Management (ECM) experience as a user, admin or developer
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:
Enterprise application development (e.g. Java, .NET, Python & shell scripting)
High proficiency configuring and deploying applications in one or more OS, specifically Linux and Windows
Experience deploying cloud server environments and applications, ideally with experience using Kubernetes
Experience of Mobius Content Management would be advantageous but not required
Education:
Bachelor’s Degree, or equivalent work-related experience
Travel Requirements:
Up to 5%
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.
What Rocket Software can offer you in USA:
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
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.
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.
#LI-Remote
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
This job is no longer accepting applications
See open jobs at Rocket Software.See open jobs similar to "Senior Customer Solutions Engineer" Mass Technology Leadership Council.