Meet Our Team
As a key leader to a regional team of Service Assurance Advisors (SAA's) who have the goal of driving technical problem resolution and enhancing client satisfaction levels, you will provide vision, guidance, and technical oversight. Reporting directly to the VP, Service Assurance, you will play an integral part in leading and driving overall client success.
Picture Yourself At Pega
In this recently created role you will have the opportunity to shape and develop a team of experienced technical and Pega Solution Architects with new hires. This is the opportunity to truly impact the future of Pega as we transition to an As a Service organization.
What You'll Do At Pega
Lead a team focused on guiding and advising our clients on all manner of technical tasks. This includes the most complex challenges, including implementations of 1 to 1 marketing solutions for the largest banks and telecommunication organizations in the globe, upgrades, migrations to Cloud and some reactive management of technical situations
Review the SAA's portfolios of clients encountering technical service issues, to ensure a high level of satisfaction with Pega services is achieved
Drive process and improvements aligned with clients' requirements to ensure clients' success criteria are met
Partner with the various functions including Customer Success Management, Global Customer Support, Product Management and Engineering to share and drive client feedback and product improvements
Who You Are
The successful candidate exemplifies a blend of deep technical expertise with client facing prowess. You are a dynamic, motivated and enthusiastic leader who is passionate about delivering excellence to our clients, as well as proficient in collaborating with business and technical stakeholders across the broader organizations.
What You've Accomplished
Bachelor's Degree in Computer Science, or equivalent
******* years of relevant work experience, including up to 10 years leadership experience in a consulting or technical role
Proven track record of leading a team to effectively ensure the resolution of complex technical issues to drive client satisfaction
Deep technical knowledge of Pega's products and services - and how they help clients achieve significant business benefits
Understanding of the Cloud and how to support Cloud based clients
A track record of using relevant metrics and process improvements to drive process and organizational improvement
Expert oral and written communication skills, leadership and poise in pressurized situations
Tenacity, drive and the desire to succeed in a fast-paced environment
Experience working within a global SaaS or PaaS organization
Hands-on experience with Pega Products
Pega Offers You
Gartner Analyst acclaimed technology leadership across our categories of products
Continuous learning and development opportunities
An innovative, inclusive, agile, flexible, and fun work environment
Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company
Hybrid role - either located in Sydney or Melbourne
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