[Hiring] Technical Account Manager @Pegasystems

Role Description

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

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 improvement to enhance the client experience.

What You'll Do at Pega

• 80% Technical Account Manager (TAM)
• As a TAM you are dedicated to a client and accountable for their technical success
• Primarily work with Premier and Key clients to provide proactive technical management:
• Drive a continuous scalability plan to align client goals and objectives with Pega service requirements.
• Proactively identify and resolve challenges impacting availability, stability and performance of the Pega service.
• Timely recognize technical challenges and potential blockers and ensure ongoing technical success.
• Understand Pega products and services
• Understand and articulate the client's requirements to ensure success criteria are met
• Actively participate in Client/ Partner/ Pega 3-way governance structure
• Advocate for the innovation and adoption of Pega platform and monitoring capabilities
• Evangelize Pega Consulting Services and Offers
• Perform regular health checks with relevant recommendations
• Leverage monitoring technologies for proactive technical management
• Provide guidance and recommendations on maturity of client deployment, delivery and operations
• Work across multiple teams on client and Pega side
• Work with Pega Consulting & Client Success, Partners & 3rd Party Client vendors, Client Support and Service Assurance to remove impediments/blockers to keep issue investigations moving forward
• Provide proactive, concise and timely status updates to client and Pega stakeholders
• Ensure the client can effectively utilize support procedures
• 20% Process and Improvements
• Play an active role in further develop and enhance technical account management services
• Share and drive client feedback with Product Owners, Engineering, and other relevant parties

Qualifications

• You are a highly driven, technical oriented, client-facing professional who possesses initiative, a positive and resourceful mindset, and the ability to learn quickly and adapt to change
• You are an organized self-starter with tenacity, drive, and enjoy working in a collaborative fast-paced environment to ensure swift resolution of issues and an exceptional client experience
• You are deeply committed to quality, as well as demonstrating creative troubleshooting skills
• You have strong oral and written communication skills, leadership and poise in pressurized situations
• Advanced teamwork skills with the ability to collaborate and negotiate with other groups and manage conflict
• Professional, organized, efficient and accurate
• Fluent in English, another language such as German or Swedish is also required

Requirements

• Extensive work experience in the domain of enterprise IT, including at least 5 years of experience in a similar capacity. This could also be either consulting experience or a technical lead role.
• Expertise in enterprise software and SaaS business models
• Ability to gain in-depth knowledge of existing and new Pega products and services and acquire the required certifications such as CSA, followed by CSSA
• Bachelor's degree in Technology, Computer Science, or equivalent

Benefits

• 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