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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

  • Highly knowledgeable and hands on experience with application development. Experience with HTML, CSS, JavaScript and Java is preferred.

  • 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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