• Lead Technical Account Manager

    Pegasystems, Inc.Cincinnati, OH 45217

    Job #1334240617

  • Lead Technical Account Manager

    Job Category: Engineering & Cloud

    Location: US - Alabama - Remote | US - Arizona - Remote | US - Arkansas - Remote | US - California - Remote | US - Colorado - Remote | US - Connecticut - Remote | US - Delaware - Remote | US - Florida - Remote | US - Georgia - Remote | US - Idaho - Remote | US - Illinois - Remote | US - Indiana - Remote | US - Iowa - Remote | US - Kansas - Remote | US - Kentucky - Remote | US - Louisiana - Remote | US - Maine - Remote | US - Maryland - Remote | US - Massachusetts - Remote | US - Michigan - Remote | US - Minnesota - Remote | US - Mississippi - Remote | US - Missouri - Remote | US - Montana - Remote | US - Nebraska - Remote | US - Nevada - Remote | US - New Hampshire - Remote | US - New Jersey - Remote | US - New Mexico - Remote | US - New York - Remote | US - North Carolina - Remote | US - North Dakota - Remote | US - Ohio - Remote | US - Oklahoma - Remote | US - Oregon - Remote | US - Pennsylvania - Remote | US - Rhode Island - Remote | US - South Carolina - Remote | US - South Dakota - Remote | US - Tennessee - Remote | US - Texas - Remote | US - Utah - Remote | US - Vermont - Remote | US - Virginia - Remote | US - Washington - Remote | US - West Virginia - Remote | US - Wisconsin - Remote | US - Wyoming - Remote

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    Meet Our Team:

    As a crucial, high profile member of our Technical Services Operations (TSO) function you will act as the direct point of contact for clients in leading the resolution of product and cloud service issues and communicating within the organization to meet the client's needs. You will work cross-functionally with multiple stakeholders across departments to ensure active dedication to achieving customer success and driving process improvements to enhance the customer experience.

    Picture Yourself at Pega:

    You will work with new and existing clients to ensure technical success and help to anticipate potential problems and address them so they do not become an issue. Ultimately, your success is measured by the success of our clients in deriving real world business value as shown by repeat business and increased adoption.

    What You'll Do at Pega:

    • Leverage monitoring technologies to provide problem recognition and diagnosis quickly and efficiently

    • Work across multiple teams while also ensuring timely and regular customer updates

    • Work on a portfolio of clients encountering technical service issues, and make certain a high level of satisfaction with Pega services is achieved

    • Understand Pega products and services, and how customers use them to drive effective customer-based solutions

    • Understand and articulate the customer's requirements to ensure that the customer's optimal success criteria are met

    • Partner with Pega Product Management, Engineering and the Customer Success organization to define, maintain and leverage account health indicators; provide regular status reports to stakeholders on progress against established goals

    • Share and drive client feedback with Product Owners, Engineering and other relevant parties

    Who You Are:

    • You are a driven, highly technical customer-facing professional who possesses initiative, a positive and resourceful mindset and the ability to learn quickly and adapt to change.

    • Strong organization skills, you enjoy working in a collaborative environment to ensure swift resolution of issues and an exceptional customer experience.

    • Strong decision making, troubleshooting and problem-solving skills

    • Proven ability to interact directly with customers at a technical level

    What You've Accomplished:

    • 10+ years of relevant work experience ideally with a portion having been spent in software support, technical account management, professional services or a technical lead role

    • Have worked directly with client stakeholders to resolve range of technology related issues both reactively and proactively

    • Hands on experience in back end, DevOps or Site Reliability based engineering using a range of technology such as relational and noSQL databases, App Servers, public cloud services (AWS, GCP, Azure) and infrastructure monitoring/diagnostic tools (we use Datadog)

    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: 11758

    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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