Sr. Director, Software Support Engineering

Pega Bedford , NH 03110

Posted 2 weeks ago

Meet Our Team:

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.

Picture Yourself at Pega:

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. Our customers are the largest and most successful in their respective industries. Ultimately, your success is judged by the success of those customers in deriving real world business value as shown by repeat business and increased adoption.

What You'll Do at Pega:

  • 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

  • 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

Who You Are:

  • 10+ years of comparable experience in an enterprise SaaS or PaaS organization

  • 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

What You've Accomplished:

  • Analyzed, troubleshot and resolved enterprise software issues

  • Have built out and mentored software engineering teams within high growth organization

  • Developed strong analytical and problem solving skills and the ability to quickly differentiate between problems

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

follow Pega Jobs on Twitter


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Director Of Technical Support Services (Mdu)

Single Digits

Posted 4 days ago

VIEW JOBS 4/15/2019 12:00:00 AM 2019-07-14T00:00 <p><strong>Who We Are:</strong></p><p>Single Digits is a leading global provider of High Speed Internet Access (HSIA) management and support solutions, guest management software and technical support services. We offer a complete guest HSIA solution, including components of IP network design, engineering, professional services, ongoing maintenance, networking monitoring, multi-lingual support, revenue reporting and authentication tracking.</p><p>Our innovative Broadband Authentication Platform (BAP) empowers properties to tailor their HSIA to the unique needs of a variety of industries, including hospitality, multi-dwelling unit (MDU), property management, health care, government, education, travel and more. Thanks to our managed service business model, our clients can boost revenues, strengthen customer loyalty and better promote their own brands without capital expenditures. In short, we build wicked good WiFi and we service it well so that our customers can sleep well at night.</p><p><br></p><p><strong>Who You Are: </strong></p><p>You are a talented technical leader with the ability to engage and inspire a diverse group of team members spread over a large geographic footprint. You have the ability to effectively guide, coach and mentor while ensuring exceptional care and consistent support to our customers on a daily basis. You've been successful in your career serving as an effective leader of both individual contributors and managers. You are a puzzle solver and use your strong decision making ability to ensure the right things happen at the right times. You contribute positively to developing and enhancing corporate culture because you believe that it matters. You are a fierce advocate for customer satisfaction and you demonstrate by creating new or enhancing existing programs to improve the customer experience. You lead with a sense of urgency because with a background in operations you fully understand that we are the lifeblood for our customers. <br></p><p><br></p><p><strong>What You'll Do: </strong></p><p>You are charged with the responsibility of delighting our customers. You will design programs and work cross-functionally to support our effectiveness at customer retention and protecting the recurring revenue stream. You will lead and directly manage a geographically dispersed team of Onsite Technicians as well as Managers so you'll need to make sure your communication skills are exceptional and your leadership style is inclusive. You'll elevate the sophistication of our processes and workflows by establishing, measuring and reporting on key metrics to drive accountability and continuous improvement. We want our customer experience to be second to none and we believe you should too! In addition, you'll also get to do the following: </p><p><br></p><ul> <li>Ensure an exceptional resident and customer experience</li> <li>Evaluate and update workflow, policy, process, and technology</li> <li>Be in constant communication with customers leveraging your ability to bring back the 'voice of our customers' to the leadership team</li> <li>Support corporate communications to ensure all employees share a common culture and vision</li> <li>Collaborate cross functionally with Sales, Professional Services Group, and Brand Management to on-board and service new and existing customers</li> </ul><p><strong>Requirements</strong></p><ul> <li>Must have demonstrated skills in leadership, collaboration and diplomacy with extensive experience leading a large, customer facing team</li> <li>In-depth understanding of business operations and technology platforms</li> <li>Experience developing effective and efficient processes and working in a process-driven environment</li> <li>Excellent documentation, telephonic, verbal and written communication skills</li> <li>Ability to multi-task and successfully prioritize workload</li> <li>Excellent problem solving and decision-making skills</li> <li>Flexibility in scheduling to regularly include 1st, 2nd, and occasionally 3rd shift</li> <li>Ability to travel on short notice to meet the needs of our customers</li> <li>A customer first mindset </li> <li>Ability to inspire and motivate teams around a shared purpose and vision</li> </ul> Single Digits Bedford NH

Sr. Director, Software Support Engineering

Pega