Massachusetts Information Technology Jobs

Senior Manager, Customer Service Adoption

Job Category: Sales Strategy & Operations

Location: US - Massachusetts - Remote

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Meet Our Team:

The Intelligent Automation & Customer Service Business Excellence team lives within the wider GTM organization. Broadly, the GTM builds the strategy, programs, and assets that our client-facing teams need to succeed within their accounts. We are a mix of ex-product, marketing, implementation, and enablement folks that operate as a "connective tissue" for the wider Pega org.

The Business Excellence team is a global team responsible for ensuring that our customers maximize the business benefits that they get from using Pega Platform, Customer Service and Sales Automation. We are uniquely positioned to work with Pega’s most innovative customers in North America and all over the world. We are expected to understand and define best practices for implementing Pega solutions to achieve repeatable customer value, becoming recognized thought leaders, and working with internal and external SMEs to extract domain knowledge and ensure that it is distributed through the Pega, Partner, and Customer ecosystems.

Our team also leads the early adopter motion for incubating strategic new technology, by defining and executing lab exercises to implement and validate new product capabilities, and by working with early adopter clients to achieve initial value and extract key learnings for repeatable and scalable success.

Picture Yourself at Pega:

Looking for an opportunity to work with a collaborative team to innovate on how AI & automation can change how enterprises work? Are you excited about the possibility of working with the world’s largest brands – like Verizon, Bank of America, Starbucks, Siemens, Rabobank, and more – to define implementation best practices and drive adoption of strategic new technology? Are you interested in painting the vision for how we standardize and industrialize Pega solution delivery? If you are – this is the role for you. Pega is at the forefront of revolutionizing how the world builds software. And this role is right at the center of it all.

What You'll Do at Pega:

• Become a subject matter expert for Pega Platform and Customer Service – focusing on defining and standardizing implementation best practices and repeatable solutions.

• Define and execute lab exercises to implement and validate new products, product capabilities, and service offerings.

• Own the Delivery Bill of Materials for introducing new products, product capabilities and service offerings.

• Engage directly with clients & partners to guide early adopter engagements, collaborating with product management, sales, enablement, support and delivery teams.

• Develop programs for delivery thought leadership, field enablement and client adoption.

• Evangelize Pega at conferences, tradeshows, & industry events.

Who You Are:

• You are a technology adoption advocate – interested in proving how Pega's technology can be used to deliver repeatable, scalable, transformational solutions for our clients.

• You have deep CX/CRM domain knowledge and a detailed understanding of enterprise grade, consumer facing customer service and/or adjacent CX/CRM solutions.

• You have the qualitative and quantitative thinking skills that allow you to look across implementation teams, client adoption challenges, and other delivery-centric scenarios and develop an informed point of view on critical improvements we must make across product, delivery, enablement and sales in order to drive successful adoption of our technology and corresponding client value.

• You are highly organized and adept at managing multiple workstreams and facilitating activity within cross-functional teams representing product, sales, marketing, support, enablement and delivery.

• You can engage a variety of audiences with the relevant, appropriate story. Can you confidently discuss relatively technical concepts with a development team in the morning, present your adoption strategy to leadership at lunch, support a sales team with a customer deal in the afternoon, and scrutinize service offering assets to close out the day?

• You are consistently focused on customer value, and tech-savvy enough to earn the trust of the product team.

What You've Accomplished:

• 5-10 years experience in software implementation, sales/solution consulting, or product management of workflow automation or customer service solutions.

• Have led or worked with client-facing teams in an advisory position, guiding them on positioning solutions and technology, software delivery best practices, and solution roadmaps.

• Familiarity with the newer wave of technologies that get grouped into the "AI" umbrella, and can articulate existing and future applications within customer service.

• You can tell client-centered stories that demonstrate how the things you've worked on or delivered have improved client outcomes. You've also learned from efforts that didn't go as well.

• Strong writing and communication skills with the ability to distill technically complex topics, demonstrated via software delivery and technology-oriented white papers, implementation reference guides and architectures, delivery proposals, program management and change management assets.

Pega Offers You:

• Opportunity to define delivery best practices and drive client and field adoption of cutting edge technologies like process AI, process mining, UI/UX, generative AI, machine learning, and automation in the customer service domain.

• Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company.

• Continuous learning and development opportunities.

• An innovative, inclusive, agile, flexible, and fun work environment.

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Job ID: 20681