Senior Director, Global Client Support - APAC

Meet Our Team:

Pegasystems is seeking an experienced technical thought leader to drive the success of the APAC region of our Global Customer Support organization.  This region consists of India, Japan, and Australia.  As a senior member of Pegasystems’ GCS leadership team, The Senior Director, APAC Customer Support will act as principal owner of the APAC support process, driving quick resolution to customer impacting issues, and will grow, maintain, and develop a team of highly capable and technically talented problem solvers who can work independently and collaboratively with other functional groups.

Picture Yourself at Pega:

In this role you must be capable of interacting with customers and partners at senior levels to support Pega technology and to gain insight and understanding into customer needs and solutions.  Pegasystems’ 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.

The Director APAC Customer Support will lead via action and integrity – building a winning team culture and participating in driving its success. The successful candidate will have demonstrable experience in the creation and implementation of process improvements and results through influence and facilitation in a globally disbursed, matrixed operating environment.

What You'll Do at Pega:

• Lead and demonstrate superior technical and procedural excellence while independently managing difficult customers and complex escalations
• Understand Pega products functionality and how customers use them to drive effective customer-based solutions
• Continually seek opportunities to increase customer satisfaction and deepen client relationships
• Provide senior management with regular status reports and alert management of any problems or potential service problems, as appropriate
• Develop and maintain well-organized customer relations team to effectively support business objectives while maintaining a highly productive work environment

• Ensure service levels are maintained at all times and constantly seek ways to improve the delivery of customer support
• Able to perform productive work using AI tools and suggest process improvements.

Customer Support

• Understand customer perception and the associated business impacts while driving resolution of customer issues in a rapid fashion
• Manage and resolve high-pressure customer issues efficiently
• Identify and allocate the correct internal resources to complex technical and/or commercial issues
• Direct the activities of customer support teams to ensure that all client needs are handled in a professional and courteous manner
• Provide feedback to the Documentation, Engineering and Product Management teams to improve the quality of our products and documentation
• Foster collaborative working relationships with the other GCS regional directors and their staffs.
• Maintain on-going record of problem analysis and resolution activity in PegaSupport

• Work within and measure against customer SLAs

 Personnel Management

• 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
• Constantly work to build the best team via detailed employee development plans and by recruiting the best internal and external talent
• Successfully deliver results while quickly adapting to changing priorities and unforeseen challenges
• Provide strategic and tactical planning for the support team to ensure operational effectiveness, including 24 x 7 coverage planning,  and highest quality interactions with clients

• Work with the Global Customer Support management team to define and track key performance indicators, including SLA achievement, productivity levels, and Net Promoter System (NPS) scores, in order to drive the organization to meet and exceed standards

Who You Are:

• A seasoned executive leader with a proven track record of building and scaling global client support or customer success organizations in enterprise software or SaaS environments
• A strategic thinker who connects operational excellence with broader business strategy, translating vision into measurable outcomes
• A natural people leader who inspires trust, fosters inclusive team cultures, and develops the next generation of leaders within GCS
• A skilled communicator and executive presence — equally comfortable presenting to the C-suite and engaging directly with enterprise clients in critical moments
• A data-driven decision maker with deep expertise in support metrics, CSAT/NPS frameworks, SLA governance, and Work In Progress (WIP) management
• Comfortable operating in a fast-paced, global environment with the agility to balance long-term strategy with urgent operational demands

What You've Accomplished:

Required Qualifications:

• 18 - 20 years of experience in a product support, development or troubleshooting capacity
• 5 years’ experience in leadership roles with remote teams
• Ability to rapidly gain in-depth knowledge of existing and new Pega products
• Excellent verbal and written communication skills, including poise in pressure situations
• Ability to advise, train, and mentor team members on customer issues resolution
• Strong leadership skills and qualities
• Strong decision making and problem solving skills
• Ability to promote a shared vision of success, translate that vision into an operational plan, and work collaboratively and cross-functionally to achieve a positive outcome in the face of obstacles, challenges and set-backs
• Ability to secure commitment and steer direction through influence, negotiation, and inspiration

Additional Preferred Qualifications:

• 4 years’ experience with Pega Products
• Knowledge of J2EE architecture and application servers (Websphere, Weblogic, Tomcat, or JBOSS)
• Knowledge of database administration (Oracle, MSSQL,UDB or DB2)
• Knowledge of Cloud Architectures running AWS and Google  
• Knowledge of Operating Systems (specifically Windows, AIX, Solaris, Linux, zOS)
• Knowledge of Communication protocols and technologies (SOAP, MQ, JMS)

Experience with Agile software development

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 ofpay + bonus incentive, employee equity in the company

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