Customer Success Technical Manager

4 weeks ago

Ontario, Canada Pegasystems Full time

Join Our Team:

Pegasystems is expanding, and our Technical Services Operations (TSO) team is looking for a skilled customer-oriented professional to fill the essential role of Service Assurance Advisor (SAA). This position is crucial, serving as the primary liaison for customers to facilitate the resolution of technical service challenges (both product and cloud-related) while ensuring effective communication within the organization to fulfill customer requirements. The Service Assurance Advisor collaborates across various departments to maintain a strong commitment to customer success and drive enhancements in processes that improve the overall customer experience. The ideal candidate will possess outstanding consultative abilities, comprehensive product knowledge, and a dedication to excellence. This role is vital to the organization and significantly influences customer success and the advancement of our product and service offerings.

Envision Your Future at Pega:

Pega is revolutionizing software development. In this position, you will contribute to the design, development, implementation, and testing of the next generation of Pega's products. This is your opportunity to engage with cutting-edge technology that addresses what truly matters to users.

Your Responsibilities at Pega:

Technical Customer Engagement:

  • Serve as the primary contact within TSO for customers, driving the resolution of service-related issues (product and cloud) and ensuring effective communication to meet customer needs.
  • Utilize monitoring tools (e.g., PDC) for rapid problem identification and diagnosis.
  • Apply advanced knowledge and technical expertise on Pega products and services to ensure customer readiness from development through to production.
  • Lead and participate in the resolution of complex technical issues across multiple teams while providing timely updates to customers.
  • Oversee a portfolio of customers facing technical service challenges, ensuring high satisfaction levels with Pega services.
  • Develop and implement processes to enhance the efficiency of issue investigations and resolutions.
  • Eliminate obstacles to maintain momentum in issue investigations.
  • Collaborate with customers to foresee potential challenges and proactively address them.

Process and Improvements:

  • Comprehend and articulate customer requirements to ensure optimal success criteria are achieved.
  • Assertively drive tactical objectives as necessary.
  • Collaborate with Pega Product Management, Engineering, and Customer Success teams to define, monitor, and utilize account health indicators; provide regular updates to stakeholders on progress against established objectives.
  • Facilitate and communicate customer feedback with Product Owners and Engineering teams.

Who You Are:

The Service Assurance Advisor is a highly motivated technical customer-facing professional with initiative, a positive and resourceful attitude, and the ability to quickly learn and adapt to changes. This individual is an organized self-starter with determination, thrives in a collaborative and fast-paced environment, and is committed to ensuring swift issue resolution and an exceptional customer experience. A strong dedication to quality and demonstrated creative problem-solving skills are essential.

Your Qualifications:

  • Familiarity with AWS, Microsoft Azure, PCF, GCP.
  • Understanding of J2EE architecture and application servers (Websphere, Weblogic, Tomcat, or JBOSS).
  • Experience in database administration (Oracle, Postgres, MSSQL, UDB, or DB2).
  • Proficiency in Javascript, SQL, and CSS/HTML.
  • Knowledge of Operating Systems (specifically Windows, AIX, Solaris, Linux, zOS).
  • Understanding of communication protocols and technologies (SOAP, MQ, JMS).

Pega Offers You:

  • Recognized technology leadership across our product categories by Gartner Analysts.
  • Opportunities for continuous learning and professional development.
  • An innovative, inclusive, agile, flexible, and enjoyable work environment.
  • A competitive global benefits program that includes pay, bonus incentives, and employee equity in the company.

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