Senior Director Services Strategy, Customer Solutions Engineering

$160,000 - $200,000/Yr

Rocket Software - Lansing, MI

Full-time - Senior

Lansing, MI

11-50 employees

Publishing Industries

About the position

The Senior Director Services Strategy, Customer Solutions Engineering (CSE) at Rocket Software is a pivotal leadership role focused on transforming the professional services business to enhance customer success and drive revenue growth. This position requires a strategic partner to the Vice President of CSE, responsible for developing organizational strategies, improving operational efficiencies, and ensuring high levels of customer satisfaction and retention.

Responsibilities

• Collaborate closely with the VP, CSE to develop and execute corporate strategic initiatives that align with CSE objectives.
• Foster effective communication and collaboration among various departments to ensure successful execution of revenue-generating strategies and customer success.
• Utilize data analytics to provide actionable insights that inform decision-making and track key performance indicators (KPIs).
• Advocate for Rocket customers, ensuring excellence in the delivery of professional services and managing customer escalations.
• Lead or support critical projects, ensuring they are executed on time and within budget.
• Identify opportunities to streamline processes and enhance overall operations within the CSE organization.
• Act as strategic advisor to the VP, CSE providing research, analysis, and recommendations on strategic and operational matters.
• Manage high-priority initiatives or projects requiring cross-functional coordination and collaboration.
• Build strong relationships with key internal and external stakeholders to drive customer success and CSE alignment.
• Participate in the CSE Leadership team to develop strategies and initiatives for continuous improvement in service levels and employee engagement.

Requirements

• 10+ years' experience as a 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.

Nice-to-haves

• Experience with Rocket Software Inc. Products

Benefits

• Extensive paid time off programs (paid holidays, sick, and unlimited vacation time)
• Healthcare coverage options
• Retirement savings with matching contributions
• Life and disability coverage
• Leadership and skills training opportunities
• Two paid work days for off-site training