Director, Customer Solutions Engineering

🔥 14 hours ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🔴 Lead

💻 Solutions Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Rocket Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1990

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Rocket Software is a company that specializes in IT modernization and hybrid cloud solutions. They provide a variety of products and services aimed at optimizing mainframe and cloud integration, enhancing security and compliance, and improving IT skills and efficiency through automation and innovation. Rocket Software offers solutions for content services, hybrid cloud, IBM i, security, and efficiency, along with modernization of enterprise applications, data, and infrastructure. Their focus is on helping organizations seamlessly bridge critical business applications and data with AI-powered solutions for increased productivity and decision-making, while maintaining robust security and resilience.

📋 Description

• Manage multiple Customer Solutions Engineering teams and oversee customer service delivery results • Focus Professional Services efforts to complete projects on time, within budget and with exceptional quality • Allocate resources across the teams managed • Build teams and lead them to deliver customer outcomes with quality control throughout engagements • Ensure continual team skills growth, adaptability and flexibility • Hold primary responsibility for one CSE discipline: Solutioning, Project Delivery, Engineering, or Operations • Ensure successful delivery of services-driven solutions to customers • Understand customer expectations, desired outcomes, operational priorities and business priorities • Improve scoping and execution of implementations to drive customer outcomes and profitability • Motivate, coach and lead a geographically dispersed team • Develop, monitor and improve CSE methodologies, programs and strategies for effective, repeatable and scalable practices • Ensure team capabilities and methods produce excellent customer training experiences • Foster global knowledge transfer, resource sharing and standardization • Monitor customer engagements, equip teams to resolve issues and initiate escalations • Provide success measurements and drive continuous improvement • Support professional and technical skills growth of team members • Collaborate with Business Units on customer concerns and product enhancement requirements

🎯 Requirements

• 10+ years of experience in client satisfaction/customer success in a software services delivery organization • 8+ years of experience managing teams supporting services pre-sales, project management, or software engineering • Strong process development and management skills with proven organizational re-engineering experience utilizing industry best practices • Proficient leading a team of customer-facing consultants and engineers • Excellent communication skills, internally and externally, 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 while remaining decisive • Ability to work in a high-volume, fast-paced and demanding environment • Experience with Mainframe or IBMi business application solutions is a plus but not required • Experience with a variety of technologies applicable to business applications is a plus but not required • Ability to adapt to changes, manage competing demands, and handle frequent changes, delays or unexpected events • Ability to prioritize and plan work activities, use time efficiently, and develop realistic action plans

🏖️ Benefits

• Equal opportunity employer commitment • Reasonable accommodation for individuals with physical and mental disabilities • Background and reference checks as part of the hiring process • AI-powered tools and technologies to enhance efficiency, decision-making, and impact • Inclusive workplace environment focused on diversity, inclusion, and equity