Technical Account Manager (with Pega knowledge)
Meet Our Team:
The Pega Cloud Advisory organisation is passionate about client success, driving that success via technical excellence and expert knowledge. We focus on outcomes, ensuring our clients meet critical dates for application deployments and upgrades. We strive to be proactive, not reactive, pre-empting issues before our clients experience them. We are advocates for our clients and change agents for Pega as we drive the feedback on product and process back to TSO and product management. We are driven, self-starters, who do not let things drop, we thrive in a collaborative fast-paced environment.
Picture Yourself at Pega:
This vital role directly impacts overall client success and the evolution of our product and service capabilities. You will work cross-functionally with multiple stakeholders across departments to ensure active dedication to achieving client success and driving process improvement to enhance the client experience.
What You'll Do at Pega:
80% Technical Account Manager (TAM)
• As a TAM you are dedicated to a client and accountable for their technical success
• Primarily work with Premier and Key clients to provide proactive technical management:
1) Drive a continuous scalability plan to align client goals and objectives with Pega service requirements.
2) Proactively identify and resolve challenges impacting availability, stability and performance of the Pega service
3) Timely recognize technical challenges and potential blockers and ensure ongoing technical success
• Understand Pega products and services
• Understand and articulate the client’s requirements to ensure success criteria are met
• Actively participate in Client/ Partner/ Pega 3-way governance structure
• Advocate for the innovation and adoption of Pega platform and monitoring capabilities
• Evangelize Pega Consulting Services and Offers
• Perform regular health checks with relevant recommendations
• Leverage monitoring technologies for proactive technical management
• Provide guidance and recommendations on maturity of client deployment, delivery and operations
• Work across multiple teams on client and Pega side.
• 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
• Provide proactive, concise and timely status updates to client and Pega stakeholders
• Ensure the client can effectively utilize support procedures
20% Process and Improvements
• Play an active role in further develop and enhance technical account management services
• Share and drive client feedback with Product Owners, Engineering, and other relevant parties
Who You Are:
• You are a highly driven, technical oriented, client-facing professional who possesses initiative, a positive and resourceful mindset, and the ability to learn quickly and adapt to change
• You are an organized self-starter with tenacity, drive, and enjoy working in a collaborative fast-paced environment to ensure swift resolution of issues and an exceptional client experience
• You are deeply committed to quality, as well as demonstrating creative troubleshooting skills
• You have strong oral and written communication skills, leadership and poise in pressurized situations
• Advanced teamwork skills with the ability to collaborate and negotiate with other groups and manage conflict
• Professional, organized, efficient and accurate
• Fluent in English & German
What You've Accomplished:
• Experience in Pega technology and tooling with preferred certifications (System Architect and Senior System Architect)
• Extensive work experience in the domain of enterprise IT, ideally with 5+ years of either consulting experience or a technical lead role
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
AI in Action – Responsible Use of AI in Recruitment
Pega embraces the responsible use of artificial intelligence (AI) to improve efficiency, consistency, and fairness across our business. We encourage thoughtful and ethical adoption of AI technologies that support people—not replace them. We may use AI‑enabled tools in our recruitment process. These tools are designed to assist us by providing insights and operational support.
All hiring decisions are made based on human review and judgment. You may have the right to request human review, provide additional information, or raise questions about how such tools are used.
Culture
At Pegasystems, we foster an environment where people feel valued and empowered to contribute their best. With global clients across industries and regions, we know our success depends on the unique perspectives, experiences, and talents of our people. Ours is a workplace where everyone can grow, collaborate, and deliver meaningful outcomes.
We encourage candidates from all backgrounds and experiences and focus on the core competencies and mindset needed to thrive in a role.
As an Equal Opportunity 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.
Export Compliance
For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals.
Accommodations
If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us here or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.
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