Principal Customer Solutions Engineer

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description Summary:

Job Overview:

The Senior Customer Solutions Engineer brings creativity, curiosity and passion to the role. They are technically versatile and deliver differentiated exceptional customer experiences to Rocket’s customers by:

· Solutioning 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

· Solutioning and enabling delivery of successful services 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

Job Overview:

The Senior Customer Solutions Engineer brings creativity, curiosity and passion to the role. They are technically versatile and deliver differentiated exceptional customer experiences to Rocket’s customers by:

· Solutioning 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

· Solutioning and enabling delivery of successful services 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

Essential Duties and Responsibilities:

· Engage with Sales and PreSales teams to architect implementation services for customers, develop estimates in collaboration with SMEs, construct robust SOWs, negotiate rates and develop pricing for the SOWs

· Engage with partners for solutioning, including managing partner rates, qualifications, and positioning.

· Work cross‑functionally across Rocket to ensure solutions align to standards and move seamlessly through operational processes.

· Competitive Takeout solutioning - Build product maps and proposals of Rocket products that can replace equivalent competitors’ products at customer sites; Work with other solutioners to lead cross-portfolio solutioning to develop a cohesive solutioning proposal for any competitive takeout deals

· Build upon established solution delivery techniques to help drive continual improvement of Solutioning process

· Establish credibility as a Rocket product expert with all audience levels

· Leverage Rocket subject matter experts to provide effective and creative solutions to Rocket customers

· Handle objections professionally; answer questions quickly and coherently; deal with challenges assertively and persuasively

· Gain understanding of the customer business and seek to identify opportunities where Rocket can bring added value to the customer

· Guide client best practice configuration and use of Rocket products and train customers in administration and use of the products

· Demonstrate technical leadership skills and be able to lead teams on engagements with mid-level complexity

· Contribute as subject matter expert in services pre-sales activities including discovery, scoping and solution proposals.

Required Qualifications:

· Experience required

o 8+ years in related Information Technology position in Solutioning, Professional Services, Services Delivery, Presales or similar roles.

o 5+ years Consulting or team lead experience

o 2+ years customer-facing experience

o ?? 2+ years of project management ??

o 2+ years development, business analysis, or requirements gathering experience

· Excellent interpersonal skills

o Must be self-motivated and able to manage multiple projects and initiatives simultaneously, regardless of timeline or time zone variations.

o Critical thinking, analytical and problem solving

o Capable of synthesizing complex and varied inputs and applying conceptual thinking to drive clarity and direction.

o Problem determination, diagnosis, identification, testing, and resolution

o Relationship management

o Excellent written and verbal communication

· Occasional travel required

Preferred Qualifications:

· Partner-engagement and Sales-engagement experience

· Broad technology experience highly beneficial, in