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, including the most complex challenges such as implementations of 1-to-1 marketing solutions for the largest banks and telecommunication organizations, upgrades, migrations to Cloud and 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 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
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 LI#-CS5
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 LI#-CS5
AI in Action – Pega embraces the power of artificial intelligence.
We encourage all employees to actively engage with AI technologies and continually explore ways to responsibly integrate AI into our products and processes.
We may support parts of our recruitment process with automatic processing and, if required by law, you may in such cases have the right to request human intervention, challenge the outcome of such processing and comment on it.
Culture – At Pegasystems, we foster an environment where people feel valued and empowered to contribute their best.
With global clients across industries and regions, we know our success depends on the unique perspectives, experiences, and talents of our people.
Ours is a workplace where everyone can grow, collaborate, and deliver meaningful outcomes.
We encourage candidates from all backgrounds and experiences and focus on the core competencies and mindset needed to thrive in a role.
Equal Opportunity Employer – As an Equal Opportunity employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.
Export Compliance – For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals.
Accommodations – If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us here or contact (US only) *****-PEGA-NOW and/or 225 Wyman Street Waltham, MA ***** ATTN: Benefits.
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