Sr. Director, North America Customer Support

The Position:

As an innovator and change agent in Pega's Global Customer Support leadership team you will own the North America support process, drive quick resolution of client issues and grow, maintain and develop a team of highly capable and technically talented problem solving engineers.

In this role, you will:

  • Lead and demonstrate superior technical and procedural excellence, while independently managing complex escalations and providing a superior experience
  • Ensure SLA's are maintained, while continually seeking opportunities to increase customer satisfaction, deepen client relationships and improve the delivery of customer support
  • Manage and resolve high-pressure customer issues efficiently
  • Direct the activities of customer support teams to ensure that all client needs are handled in a professional, courteous and timely manner
  • Promote employee development, including coaching, mentoring, and identifying opportunities for improvement in the technical, customer relations, and process areas
  • Create a culture of ownership and accountability - ensure teams understand their objectives and are provided the tools and guidance to be successful
  • Provide strategic and tactical planning for the support team to ensure operational effectiveness, including 24 x 7 coverage planning and high quality interactions with clients

Pega Offers:

  • A rapidly growing yet well-established business
  • The world's most innovative organizations as reference-able clients
  • Analyst acclaimed technology leadership in a massive emerging market
  • The ability to move seamlessly between different customer audiences and collaborate to build appropriate and successful user experience vision

The Person:

Dedicated to the success of North American Global Customer Support, you are a thought leader who can drive innovation and change. You have an aptitude for understanding customer and partner needs and are quickly able to gain the insight needed for issue resolution.

Qualifications include:

  • 10+ years of comparable experience in software engineering focused roles
  • Experience managing large teams, both on premise and remotely; you will be responsible for upwards of 50 individuals
  • Excellent communication skills, especially in customer service situations
  • Demonstrable experience in the creation and implementation of process improvements through influence and facilitation
  • Preferred qualifications include:
  • Experience working within a global SaaS or PaaS organization
  • Understanding of the Cloud and how to support Cloud based customers


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