Senior Director Services Strategy, Customer Solutions Engineering

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Job Description Summary:

As the Senior Director Services Strategy, Customer Solutions Engineering (CSE), you will be a strategic partner to the Vice President, Customer Solutions Engineering in shaping the transformation of Rocket’s professional services business, driving higher levels of customer success, and revenue growth. This role is a critical leadership position that requires a visionary thinker, a problem solver, and a highly organized individual capable of providing executive-level support to the Vice President, CSE, while helping to lead and execute key initiatives.

The Senior Director will assist in developing near and long-term organizational strategy for worldwide professional services, driving performance excellence through improving operational efficiencies, empowerment of staff, effectiveness of service delivery, and customer satisfaction and retention.

Essential Duties and Responsibilities:

• Strategic Leadership: Collaborate closely with the VP, CSE to develop and execute corporate strategic initiatives that align with CSE objectives.
• Cross-Functional Alignment: Foster effective communication and collaboration among various departments, including Sales, Marketing, Customer Success, Product Business Units, and Finance to ensure the successful execution of revenue-generating strategies and customer success.
• Data-Driven Insights: Utilize data analytics to provide actionable insights that inform decision-making, including profitability, consulting contribution, margin, customer engagement experience, and revenue optimization. Regularly prepare and present reports and dashboards to track key performance indicators (KPIs) and progress toward revenue targets and objectives.
• Customer Advocacy: Advocate for Rocket customers, ensuring they experience excellence in the delivery of professional services. Responsible for successfully leading teams and collaborating cross-functionally through customer escalations as key point of contact for customer stakeholders.
• Project Leadership: Lead or support critical projects, such as acquisition integrations, transformative initiatives, and strategic partnerships ensuring they are executed on time and within budget.
• Operational Excellence: Identify opportunities to streamline processes, improve workflow efficiency, and enhance overall operations within the CSE organization.
• Executive Support: Act as strategic advisor to the VP, CSE providing research, analysis, and recommendations on a range of strategic and operational matters.
• Special Initiatives: Manage high-priority and complex initiatives or projects as assigned by the VP, CSE, often requiring cross-functional coordination and collaboration. (i.e. acquisition preparation and integration)
• Stakeholder Engagement: Build strong relationships with key internal and external stakeholders to drive customer success and CSE alignment.
• CSE Leadership: Participate fully in the CSE Leadership team to develop CSE-wide strategies and initiatives to continuously improve service levels, process controls and employee engagement, while fostering a culture of accountability, ownership, high-performance, and ethical behavior.
• Culture: Exemplify Rocket values and champion diversity, equity, and inclusion efforts.

Required Qualifications:

• 10+ years’ experience as data and results-driven Professional Services Leader
• 15+ years’ experience in Professional Services or related fields, driving results across large (>1B) company/multi-function organizations.
• Strong analytical, problem-solving, and project management skills.
• Exceptional communication and presentation abilities, both written and verbal.
• Possesses a high degree of Emotional Intelligence, able to inspire and motivate others
• Outstanding organizational skills and meticulous attention to detail.
• Proficiency in Professional Services related analysis, Salesforce, and Microsoft Office Suite.
• Demonstrated leadership and team management experience.
• Proven ability to craft and articulate services value propositions tailored to customer needs.
• History of success managing consulting or professional services teams
• A people-focused leader with demonstrated ability to build creative, collaborative teams, develop people and link performance to overall high-growth business objectives.
• Exceptional strategically focused problem-solving skills, while under pressure
• Ability to engage and influence people cross-functionally across the organization.
• Must be comfortable engaging across all levels of the customer organization.
• Strong sense of personal integrity and account