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Technical Account Manager

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Job Details
Job Order Number
Company Name
Pegasystems, Inc.
Physical Address

Dover, DE 19904
Job Description

Technical Account Manager

Job Category: Engineering & Cloud

Location: US – Arizona – Remote US – California – Remote US – Colorado – Remote US – Connecticut – Remote US – DC – Remote US – Delaware – Remote US – Florida – Remote US – Georgia – Remote US – Illinois – Remote US – Maine – Remote US – Maryland – Remote US – Massachusetts – Cambridge US – Massachusetts – Remote US – Nevada – Remote US – New Hampshire – Bedford US – New Jersey – Remote US – New York – Remote US – North Carolina – Remote US – Ohio – Remote US – Pennsylvania – Remote US – Rhode Island – Remote US – Texas – Remote US – Utah – Remote US – Virginia – Remote

Meet Our Team:

As a crucial, high profile member of our Technical Services Operations organization we are seeking an experienced customer facing expert to take on the vital role of Technical Account Manager.

Acting as the direct point of contact for clients, you will lead the resolution of product and cloud service issues and communicate 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 Cloud customers 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 customers 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 customers 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 customer feedback with Product Owners, Engineering, and other relevant parties

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.

+ Hands on experience with object oriented development (we use Java), middleware or database administration

+ 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

+ Have the ability to travel nationally up to 25%

What You’ve Accomplished:

+ Bachelor’s degree in Computer Science or related

+ 7+ years of relevant work experience with a portion having been spent in professional services, software support or software development

+ 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: 8659

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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