Senior Customer Solutions Engineer

Rocket Software Deutschland; Mannheim; Remote; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

A leading company is seeking a Senior Customer Solutions Engineer to provide post-sales technical expertise and support. The role involves working closely with customers to ensure satisfaction and successful implementation of products. Ideal candidates will have extensive experience in IT and project management, with strong interpersonal and analytical skills. Remote work options are available, and the position may require up to 50% travel.

Qualifikationen

• Minimum of 8 years in a related IT position.
• At least 5 years of Project Management or Consulting experience.

Aufgaben

• Provide technical expertise and establish credibility as SME on multiple products.
• Collaborate with Support and Lab teams to respond to customer questions.
• Guide clients in setup and configuration of Rocket products.

Kenntnisse

Critical Thinking

Analytical Skills

Troubleshooting

Interpersonal Skills

Communication

Ausbildung

Bachelor's Degree

Tools

Oracle

SQL

DB2

i5 / OS

Windows

Linux OS

Jobbeschreibung

Its fun to work in a company where people truly BELIEVE in what theyre 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. The role involves supporting customer personnel and company sales staff by disseminating technical information on specific applications, providing presales technical support through sales presentations and product demonstrations, and working with our partner community to enhance their knowledge and independence around pre and post sales tasks. As a trusted advisor, the engineer will work with the existing customer base to ensure best practices and customer satisfaction.

Essential Duties and Responsibilities :

1. Provide technical expertise and establish credibility as SME on multiple products.
2. Develop in-depth conceptual and technical knowledge of Rocket's product line, including new releases and interfaces.
3. Present and deliver technical presentations and training on products.
4. Offer best practices guidance and technical expertise during installation, implementation, and post-implementation servicing.
5. Collaborate with Support and Lab teams to research and respond to detailed customer questions.
6. Provide consulting services to implement detailed customer requirements.
7. Ensure customer needs are met and that the product/solution functions according to specifications.
8. Ensure product implementation is supportable, maintainable, and scalable per Rocket standards.
9. Act as liaison between customer partners, Rocket technical support, and sales teams to resolve complex issues.
10. Share customer feedback with product management for future enhancements.
11. Demonstrate understanding of practical application of products in various customer environments.
12. Provide services to customers and partners, establishing credibility across diverse business resources.
13. Use established techniques to deliver implementation services, enabling successful proof of concept and post-sales deployment.
14. Guide clients in setup and configuration of Rocket products and train them in administration and usage.
15. Handle objections professionally, answer questions promptly, and address challenges assertively.
16. Work effectively with Project Management to deliver within scope and timelines, completing all project lifecycle tasks.
17. Lead or participate as an effective team member in large implementation projects.
18. Collaborate with Rocket's partner community to provide pre and post-sales training, ensuring partners can lead sales opportunities and implementations.
19. Review existing customer implementations to ensure best practices and maximize customer satisfaction and retention.

Required Qualifications :

• Minimum of 8 years in a related Information Technology position.
• At least 5 years of Project Management, Consulting, or team lead experience.
• At least 5 years of development, application lifecycle, or change management experience.
• Senior level skills in business process requirements and design, database technologies (Oracle, SQL, DB2), i5 / OS, Windows, and Linux OS.
• Proven critical thinking, analytical, and troubleshooting skills.
• Excellent interpersonal, relationship management, and communication skills.
• Aligned with Rocket's core values of Empathy, Trust, Love, and Humanity.

Preferred Qualifications :

• Previous travel-oriented position experience.

Education :

Bachelor's Degree or equivalent work-related experience.

Travel Requirements :

Up to 50% travel.

Additional Information :

Remote work options available.

Information Security :

Everyone is responsible for information security. All individuals must safeguard company information and IT resources according to their roles.

Diversity, Inclusion & Equity :

We are committed to an inclusive environment where every employee can thrive. We promote diversity, equity, and inclusion in our workforce.

Rocket Software Inc. is an equal opportunity employer and values diversity. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We also provide reasonable accommodations for individuals with disabilities upon request.

If you enjoy dynamic growth and working with enthusiastic, high-achieving colleagues, you'll find a rewarding career with us!