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Pegasystems, Inc. Principal Technical Account Manager in Toronto, Canada

Principal Technical Account Manager

Job Category: Engineering & Cloud

Location: Canada - Ontario - Toronto | US - Massachusetts - Cambridge | US - Massachusetts - Remote | US - New Hampshire - Bedford | US - New Hampshire - Remote | US - Virginia - Remote

Meet Our Team:

As a pivotal and high-profile member of our Technical Services Operations organization 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 customer’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 Cloud customers to ensure technical success, 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 customers in deriving real world business value as shown by repeat business and increased adoption.

What You’ll Do at Pega:

  • Mentor and guide team members in the resolution of escalated client issues as well as supporting and guiding complex implementations, deployments and complex technical issues

  • Act as a key resource and escalation point to drive resolution of service issues (product and cloud), and communicate within the organization to meet the client’s needs

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

  • Implement and execute processes to streamline issue investigations and resolutions

  • Become an expert in Pega products and services to drive effective customer-based solutions

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

Who You Are:

  • You are a driven, 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.

  • Knowledgeable in a variety of technical areas such as public cloud services, J2EE architecture, application servers, database administration and operating systems

  • Excellent decision making, troubleshooting and problem-solving skills in high pressure situations

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

What You’ve Accomplished:

  • 12+ years of relevant work experience with 3+ having been in software support, professional services/consulting or as a technical lead

  • Bachelor’s degree in computer science or related

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

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: 9064

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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