Principal Customer Solutions Engineer

Rocket Companies

3d

About The Position

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

Requirements

• 8+ years in related Information Technology position in Solutioning, Professional Services, Services Delivery, Presales or similar roles.
• 5+ years Consulting or team lead experience
• 2+ years customer-facing experience
• ?? 2+ years of project management ??
• 2+ years development, business analysis, or requirements gathering experience
• Excellent interpersonal skills
• Must be self-motivated and able to manage multiple projects and initiatives simultaneously, regardless of timeline or time zone variations.
• Critical thinking, analytical and problem solving
• Capable of synthesizing complex and varied inputs and applying conceptual thinking to drive clarity and direction.
• Problem determination, diagnosis, identification, testing, and resolution
• Relationship management
• Excellent written and verbal communication
• Occasional travel required

Nice To Haves

• Partner-engagement and Sales-engagement experience
• Broad technology experience highly beneficial, including:
• Legacy platform and mainframe computing
• Distributed operating systems
• Knowledge of databases and database concepts
• Web technologies
• Cloud experience (AWS, Azure, etc)
• Experience with data-modernization use cases or technologies
• Location – US time zone

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.

Benefits

• Unlimited Vacation Time as well as paid holidays and sick time
• Health and Wellness coverage options for Rocketeers and dependents
• Life and disability coverage
• Fidelity 401(k) and Roth Retirement Savings with matching contributions
• Monthly student debt benefit program
• Tuition Reimbursement and Certificate Reimbursement Program opportunities
• Leadership and skills training opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees