Director, Customer Solutions Engineering

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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 experien