Rocket Software

Customer Support

• Deliver exceptional customer service via phone and email with empathy, urgency, and professionalism to our customers around the world; these include small and large businesses, new and existing customers
• Accurately and promptly process customer requests, escalating to your manager when necessary
• Ensure data accuracy by adhering to established guidelines
• Collaborate across departments to ensure timely and effective resolutions
• Build and maintain strong relationships with customers and colleagues
• Provide feedback and suggestions to support continuous process improvement
• Take on additional responsibilities and projects as assigned
• Participate in rotating weekend on-call shifts and provide coverage for other shifts as needed

Associate Customer Care Representative

Account Executive

• Sell a portfolio of infrastructure and application software that optimizes and modernizes enterprise systems.
• Work closely with Field Marketing to develop prospects and events.
• Lead sales campaigns with the extended team of Rocket sales engineers, marketing and lab groups.
• Ensure best-in-class customer sales satisfaction and reference-ability with our customers.
• Meets revenue targets and strategic objectives, including growing the sales pipeline, creating territory plans.
• Actively use Salesforce and maintain weekly, monthly and quarterly sales forecasts.
• Work with management to negotiate pricing and contact terms.
• Serve as a trusted advisor to customer business and IT leaders, aggressively shape opportunities early in the sales cycle.
• Advance opportunities into profitable revenue growth for the company.
• Demonstrate breadth and depth of knowledge in aligning the company's capabilities to business and IT priorities and positioning relative to competitors.
• Advocate for customer needs during sales cycle and in addressing any delivery issues.
• Research and understand each customer's industry and business, strategies and challenges.

Senior Account Executive

Project Manager

• Oversee the entire project lifecycle for large, high-risk, and often multi-region initiatives—managing timelines, deliverables, and quality standards to meet aggressive yet achievable deadlines.
• Define and document clear project scope and objectives, preventing scope creep by continuously aligning all stakeholders with the project’s goals and deliverables.
• Utilize Rocket’s project management framework to optimize workflows, accelerate time to value, and ensure customer-centric outcomes.
• Coordinate requirement-gathering sessions, project kickoff meetings, status updates, and review meetings, maintaining transparency and alignment between internal teams and external clients.
• Act as the primary interface with customers, forging trust-based relationships grounded in Rocket’s core values of Empathy, Humanity, Trust, and Love.
• Monitor project risks and proactively address any challenges, conflicts, or schedule deviations to maintain project momentum and a positive customer experience.
• Collaborate with internal and customer stakeholders to match project resources, schedules, and financial parameters with contractual requirements.
• Maintain transparent communication to set clear expectations around timelines, scope, and any potential risks affecting delivery or cost.

Senior Project Manager

• Manage Rocket Software clients and partners focusing on maintaining and growing renewal rates
• Communicate the maintenance value proposition, manage negotiations, write proposals, and complete renewals before due date
• Serve as liaison between customers and Rocket teams to resolve escalated issues and maximize maintenance revenue
• Primary owner for execution of the overall contract renewal process following established procedures and consistent Renewal Sales
• Build long term relationships with key customers; proactive and regular customer outreach; profile and document customer intel
• Minimize cancellations and maximize renewal revenue; manage price increases and educate the value of support
• Collaborate with Sales Account Executives and cross-functional teams regarding renewal selling issues
• Identify cross-sell/upsell opportunities and refer to Sales Account Executives
• Handle complex escalations, monitor renewal metrics, and perform renewal forecasting and pipeline reporting

Renewal Account Executive III

Solutions Engineer

• Work in IBM System Z Professional Services team on customer engagements for IBM IMS Tools and other IBM mainframe products
• Install, configure, implement, and provide training for IBM IMS Tools product family
• Install, configure and manage IMS in a parallel sysplex environment and perform IMS systems programming
• Establish policies and procedures for database management, disaster recovery, security, maintenance and utilization
• Review new IMS versions, advise clients on functionality and benefits, and evaluate change requests
• Perform vendor consultations, DR recovery of application objects, and troubleshoot production database issues
• Respond quickly and effectively to support requests from multiple clients, including after-hours on-call support
• Perform database administration tasks: monitoring, space management, dataset space reporting and emergency fixes for out-of-space conditions
• Perform integration tasks: IMS reorganization utilities, unload/reload/secondary index build, image copy, pointer checker, log archive and recovery
• Use DBRC, IMS TRACE commands, DFSERA10, DFSUTR20/30, DFSDDLT0 and other utilities for recovery, tracing, and monitoring
• Identify and resolve performance issues and support planned and unplanned database recovery activities
• Provide customer-facing consulting, training, and advisory services to achieve operational excellence for clients

Senior Customer Solutions Engineer

• Sell a portfolio of infrastructure and application software that optimizes and modernizes enterprise systems
• Work closely with Field Marketing to develop prospects and events
• Lead sales campaigns with the extended team of Rocket sales engineers, marketing and lab groups
• Ensure best-in-class customer sales satisfaction and reference-ability with our customers
• Meet revenue targets and strategic objectives, including growing the sales pipeline and creating territory plans
• Actively use Salesforce and maintain weekly, monthly and quarterly sales forecasts
• Work with management to negotiate pricing and contract terms
• Serve as a trusted advisor to customer business and IT leaders and shape opportunities early in the sales cycle
• Advance opportunities into profitable revenue growth for the company
• Demonstrate breadth and depth of knowledge in aligning the company's capabilities to business and IT priorities
• Advocate for customer needs during sales cycle and in addressing any delivery issues
• Research and understand each customer's industry, business, strategies and challenges
• Proactively manage prospecting and lead meetings with customers on a weekly basis

Software Engineer

• Join IT Mainframe Services team to provide z/OS, z/VM & z/Linux infrastructure in support of Rocket’s R&D community
• Install, customize and maintain mainframe software and manage mainframe hardware
• Provide technical guidance to R&D community and drive mainframe modernization initiatives
• Conduct problem determination and root cause analysis for z/OS environments
• Provide first line of support and participate in scheduled on-call rotations
• Support over 150 z/OS environments and multiple z/Linux images and VSE
• Work with a global team of engineers and participate in IBM/ISV beta programs

Associate Customer Care Representative

Senior Account Executive

Senior Project Manager

Renewal Account Executive III

Senior Customer Solutions Engineer

Senior Account Executive

Principal Systems Programmer