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Director, Applications Service Assurance

Company: Pegasystems
Location: Providence
Posted on: September 17, 2020

Job Description:

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 front end development including HTML, CSS and JavaScript. Additional experience with Java is preferred.

Existing technical knowledge of Pega products and services is a plus

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 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.

Accessibility – If you require accessibility assistance applying for open positions please contact PegaApplication@pega.com .

Labor Condition Applications

GDPR Candidate Privacy Notice

Pegasystems Limited UK Gender Pay Gap Statement

By providing a password, you will become a Pega Digital Community Member and be able to track your application status

Receive periodic emails on key analyst reports, Pega events and important news. You can unsubscribe at any time.

Upload your Resume Allowed file types are DOC, DOCX, PDF, TXT (2MB max)

Pega is the leader in cloud software for customer engagement and operational excellence. The world’s most recognized and successful brands rely on Pega’s AI-powered software to optimize every customer interaction on any channel while ensuring their brand promises are kept. Pega’s low-code application development platform allows enterprises to quickly build and evolve apps to meet their customer and employee needs and drive digital transformation on a global scale. For more than 35 years, Pega has enabled higher customer satisfaction, lower costs, and increased customer lifetime value.

Keywords: Pegasystems, Providence , Director, Applications Service Assurance, Other , Providence, Rhode Island

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