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Category: Technology
Location:
Job Description Summary:
The Senior Customer Solutions Engineer Delivery Engineer brings creativity, curiosity and passion to the role. They are technically versatile and deliver differentiated exceptional customer experiences to Rocket’s Product customers by:
Delivering services that allow for successful post-sales deployment of Rocket products
Solving real problems for, and delivering real value to, our customers and partners – every day
Delivering successful outcomes for our customers and partners with speed, precision, quality, and innovation
Demonstrating that we take commitments seriously – to our customers, to our partners, and to each other
This role will be in our Universe professional services team who work on customer engagements that involve migrations to jBASE, Universe systems health checks, replication assistance, and other Unidata related services.
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
Job Description
Essential Duties and Responsibilities :
Provide exceptional value-driven services to customers
Builds upon established solution delivery techniques to help drive continual improvement
Establishes credibility as a Rocket product expert with all audience levels
Mentors and teaches junior consultants on product implementation strategies
Leverages Rocket subject matter experts to provide effective and creative solutions to Rocket customers
Handles objections professionally; answers questions quickly and coherently; deals with challenges assertively and persuasively
Partners with Project Management to communicate progress, risks and roadblocks considering customer objectives, timeframe and budget
Gains an understanding of the customer business and seeks to identify opportunities where Rocket can bring added value to the customer
Guides client best practice configuration and use of Rocket products and trains customers in administration and use of the products
Demonstrates consulting and technical leadership skills and is able to lead teams on engagements with mid-level complexity
Contributes as subject matter expert in services pre-sales activities including discovery, scoping and solution proposals.
Travel Requirements: 5-15%
Requirements
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 Advanced technical hands-on experience including 8+ years programming in MultiValue (PICK) Basic Language, specifically with jBASE, Universe, and Unidata. Working knowledge of D3 or Reality is a plus.
Excellent working knowledge of underlying operating systems (Windows/Linux/AIX) Integration of web applications with MultiValue database using modern approach, ie: RESTful, SOAP JavaScript OOP experience in any language Excellent interpersonal skills Must be self-motivated and able to manage multiple projects simultaneously, regardless of timeline or time zone variations.
Critical thinking, analytical and problem solving Problem determination, diagnosis, identification, testing, and resolution Relationship management Excellent written and verbal communication
Preferred Qualifications:
Previous customer facing experience
Knowledge in using the following software is a plus: Jira, GIT, Salesforce
Bonus: Knowledge of DEVOPS implementation, SDLC, RESTful services, HTML, Java, C++, C#, Python, or other development language. Front end development experience using any JavaScript framework (Vue.js, Angular, React, Node or other).
Education: Bachelor’s Degree, or equivalent experience
Benefits
The base salary range for this role is $85,820.00 - $107,275.00 /year. Exact compensation may vary based on skills, experience, and location.
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
