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.
Picture Yourself at Pega:
The position has responsibility for providing Thought Leadership to a regional team of Service Assurance Advisors with the goal of driving technical problem resolution and enhancing client satisfaction levels. This is a significant hands-on leadership role within the GSA organization and provides vision, guidance, and technical oversight of the team. Reporting directly to the regional Senior Director, the Director will play an integral part in leading and driving overall client success.
What You'll Do at Pega:
* Lead a team of Service Assurance Advisors (SAA's) focused on: technical project completion resulting in successful adoption with business value for the client, establishing client confidence in Pega's technology, and fostering strong client relationships to ensure that technical engagements result in client satisfaction and retention
* 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 the CSM organization, GCS, Product Management, and Engineering to share and drive client feedback and product improvements
* Motivate and inspire team to achieve outstanding results
* Coach employees to increasing levels of competence and performance
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
* 12 - 15 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
* Solid knowledge of Pega's products and services - and how they help clients achieve significant business benefits
* 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
* Understanding of the Cloud and how to support Cloud based clients
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
Job ID: 22305
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.
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.
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) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.
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