Technical Account Manager

at  Pegasystems

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.

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