Pegasystems, Inc. Director, Applications Service Assurance in Boston, Massachusetts
Director, Applications Service Assurance
Job Category: Engineering & Cloud
Location: US - Connecticut - Remote | US - DC - Remote | US - Delaware - Remote | US - Florida - Remote | US - Georgia - Remote | US - Maine - Remote | US - Maryland - Remote | US - Massachusetts - Cambridge | US - Massachusetts - Remote | US - New Hampshire - Remote | US - New Jersey - Remote | US - New York - Remote | US - North Carolina - Remote | US - Pennsylvania - Remote | US - Rhode Island - Remote | US - Texas - Remote | US - Vermont - Remote | US - Virginia - Remote | US - West Virginia - Remote
Meet Our Team:
As a key leader within Global Service Assurance you will manage 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 specific to Pega applications.
Picture Yourself at Pega:
While staying hands on yourself, you will provide vision, guidance, and technical oversight of the team responsible for ensuring clients have a best in class experience while utilizing Pega applications. Reporting to the regional Senior Director, you 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 multiple functions including the Customer Success, Client Support, 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:
You have 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 and 12+ years of relevant work experience, including 5 years of 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
Current or the ability to gain deep technical 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
Excellent verbal and written communication skills along with poise in high pressure situations
Tenacity, drive and the desire to succeed in a fast-paced environment
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: 11015
As anand 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.
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