Meet Our Team:

The Global Service Assurance team are passionate about client success, driving that success via technical excellence and expert knowledge of the Pega platform and applications. GSA focus on outcomes, ensuring our clients meet critical dates for application deployments and upgrades. GSA strive to be proactive, not reactive, pre-empting issues before our clients experience them. GSA are advocates for our clients and change agents for Pega as we drive feedback on product and process back to TSO and product management. GSA are driven, self-starters, who do not let things drop, we thrive in a collaborative fast-paced environment.
 

Picture Yourself at Pega:

This vital role directly impacts overall client success and the evolution of our product and service capabilities. You will work cross-functionally with multiple stakeholders across departments to ensure active dedication to achieving client success and driving process improvements to enhance the client experience.
 

What You'll Do at Pega:

80% Technical Account Manager

Primarily work with Premier or Key clients to ensure technical success, work with clients to anticipate potential problems and address them so they do not become an issueFully dedicated to a client and accountable for their technical successReports service activities undertaken, outlining service objectives for the coming quarterAdvocate for the innovation and adoption of Pega platform capabilitiesPerform regular health checks with relevant technical recommendationsEnsure Clients adopt both PDC and Deployment Manager as tools to build and deploy applications.Leverage monitoring technologies (i.e., PDC) to provide a set of actionable recommendations to proactively manage Pega performance and technical issues.Provide guidance and recommendations on maturity of client deploymentWork across multiple teams while also ensuring timely and regular client updatesWork with the support organization to orchestrate resolution of support cases, independent of root cause, and ensure client satisfaction with speed of resolution and ensure application of learnings is appliedProvide proactive and preemptive guidance to avoid disruptions to serviceEnsure the client can effectively utilize support proceduresProvide proactive communication during business hours to keep client confidence in the event of a disruptionWork with Pega Consulting & Client Success, Partners & 3rd Party Client vendors, Client Support and Service Assurance to remove impediments/blockers to keep issue investigations moving forwardUnderstand Pega products and services, and how clients use them to drive effective client-based solutionsEnsure Clients perform appropriate tests before go liveActively participates in Client/ Partner/ Pega 3-way governance structureTravel to and work on client site

20% Process and Improvements

Understand and articulate the client’s requirements to ensure optimal success criteria are metPartner with Pega Product Management, Engineering, and the Client Success organization to define, maintain and leverage account health indicators; provide regular status reports to stakeholders on progress against established goalsShare and drive client feedback with Product Owners, Engineering, and other relevant partiesEvangelize Consulting Services and Offers
 Who You Are: You are a highly driven technical client-facing professional who possesses initiative, a positive and resourceful mindset, and the ability to learn quickly and adapt to changeYou are an organized self-starter with tenacity, drive, and enjoys working in a collaborative fast-paced environment to ensure swift resolution of issues and an exceptional client experienceYou are deeply committed to quality, as well as demonstrating creative troubleshooting skills
 What You've Accomplished: Bachelor’s Degree in Computer Science, or equivalent12 + years of relevant work experience ideally with 3-5 years of either consulting experience or a technical lead role5+ years Pega Consulting experience - preferredCSSA minimum certification, CLSA preferred, training providedStrong oral and written communication skills, leadership and poise in pressurized situationsAdvanced teamwork skills with the ability to collaborate and negotiate with other groups and manage conflictStrong decision making and problem-solving skillsProven ability to interact directly with clients at a technical levelAbility to gain in-depth knowledge of existing and new Pega products and servicesStrong decision making and problem-solving skillsInitiative and positive attitudeProfessional, organized, efficient and accurateTenacity, drive and the desire to succeed in a fast-paced environmentResourceful and creative troubleshooting skillsDeep commitment to qualityFluent in English and ItalianPega Offers You: Gartner Analyst acclaimed technology leadership across our categories of productsContinuous learning and development opportunities An innovative, inclusive, agile, flexible, and fun work environmentCompetitive global benefits program inclusive of pay + bonus incentive, employee equity in the company#LI-ME1 Job ID: 20635

Inclusion and Diversity – Inclusive is one of our values at Pega. Pegasystems is committed to inclusion and diversity and strives to foster a fair and inclusive environment for all. We believe Pega can achieve more when we create a culture that inspires each of us to fully contribute each and every day. We encourage diverse thinking and collaboration for better outcomes for all. Learn more about our inclusive culture.

We encourage candidates of all backgrounds and skillsets to consider opportunities at Pega. At Pega, we focus on the skills needed to be successful and we know that our employees can thrive even if they don't possess a traditional background. If you like the sound of this role, but are not sure if you are the right person, please consider applying. We would love to hear from you!

As an Equal Opportunity and Affirmative Action 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.

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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