Job Information
Pegasystems Technical Account Manager with German in Remote, Netherlands
Technical Account Manager with German
Job Category: Client Support
Location: Netherlands - Remote | Germany - Remote
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Meet Our Team:
The Global Service Assurance team are passionate about client success, driving that success via technical excellence and expert knowledge of the Pega platform and applications. GSA focus on outcomes, ensuring our clients meet critical dates for application deployments and upgrades. GSA strive to be proactive, not reactive, pre-empting issues before our clients experience them. GSA are advocates for our clients and change agents for Pega as we drive feedback on product and process back to TSO and product management. GSA are driven, self-starters, who do not let things drop, we thrive in a collaborative fast-paced environment.
Picture Yourself at Pega:
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 improvements to enhance the client experience.
What You'll Do at Pega:
80% Technical Account Manager
Primarily work with Premier or Key clients to ensure technical success, work with clients to anticipate potential problems and address them so they do not become an issue
Fully dedicated to a client and accountable for their technical success
Reports service activities undertaken, outlining service objectives for the coming quarter
Advocate for the innovation and adoption of Pega platform capabilities
Perform regular health checks with relevant technical recommendations
Ensure Clients adopt both PDC and Deployment Manager as tools to build and deploy applications.
Leverage monitoring technologies (i.e., PDC) to provide a set of actionable recommendations to proactively manage Pega performance and technical issues.
Provide guidance and recommendations on maturity of client deployment
Work across multiple teams while also ensuring timely and regular client updates
Work with the support organization to orchestrate resolution of support cases, independent of root cause, and ensure client satisfaction with speed of resolution and ensure application of learnings is applied
Provide proactive and preemptive guidance to avoid disruptions to service
Ensure the client can effectively utilize support procedures
Provide proactive communication during business hours to keep client confidence in the event of a disruption
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
Understand Pega products and services, and how clients use them to drive effective client-based solutions
Ensure Clients perform appropriate tests before go live
Actively participates in Client/ Partner/ Pega 3-way governance structure
20% Process and Improvements
Understand and articulate the client’s requirements to ensure optimal success criteria are met
Partner with Pega Product Management, Engineering, and the Client 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
Evangelize Consulting Services and Offers
Who You Are:
You are a highly driven technical 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 enjoys 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
What You've Accomplished:
Bachelor’s Degree in Computer Science, or equivalent
12 + years of relevant work experience ideally with 3-5 years of either consulting experience or a technical lead role
5+ years Pega Consulting experience - preferred
CSSA minimum certification, CLSA preferred, training provided
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
Strong decision making and problem-solving skills
Proven ability to interact directly with clients at a technical level
Ability to gain in-depth knowledge of existing and new Pega products and services
Strong decision making and problem-solving skills
Initiative and positive attitude
Professional, organized, efficient and accurate
Tenacity, drive and the desire to succeed in a fast-paced environment
Resourceful and creative troubleshooting skills
Deep commitment to quality
Fluent in English and German
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
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Job ID: 20766
Inclusion and Diversity – Inclusive is one of our values at Pega. Pegasystems is committed to inclusion and diversity and strives to foster a fair and inclusive environment for all. We believe Pega can achieve more when we create a culture that inspires each of us to fully contribute each and every day. We encourage diverse thinking and collaboration for better outcomes for all..
We encourage candidates of all backgrounds and skillsets to consider opportunities at Pega. At Pega, we focus on the skills needed to be successful and we know that our employees can thrive even if they don't possess a traditional background. If you like the sound of this role, but are not sure if you are the right person, please consider applying. We would love to hear from you!
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.
Export Compliance – For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals.
Accommodations – If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process,or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.
It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law.
https://www.pega.com/about/careers/equal-employment-opportunity