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For Companies At a Glance
- Tasks: Lead customer engagement and resolve technical service issues with a dynamic team.
- Company: Join Pegasystems, a leader in innovative software solutions transforming the tech landscape.
- Benefits: Enjoy competitive pay, bonuses, employee equity, and a flexible, fun work environment.
- Why this job: Make a real impact on customer success while working with cutting-edge technology.
- Qualifications: Bachelor's degree in Computer Science and 10+ years of relevant experience required.
- Other info: Opportunities for continuous learning and development in a collaborative setting.
The predicted salary is between 36000 - 60000 £ per year.
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Meet Our Team
Pegasystems is growing and our Technical Services Operations (TSO) organization is seeking an experienced customer facing expert to take on the new and vital role of Service Assurance Advisor (SAA), working with a growing peer team of talented SAA’s within a newly evolving SAA function. This is a pivotal, high profile role, acting as the direct point of contact for the customer to drive resolution of technical service issues (product and cloud), and to communicate within the organization to meet the customer’s needs. The Service Assurance Advisor also works cross-functionally with multiple stakeholders across departments to ensure active dedication to achieving customer success and driving process improvements to enhance the customer experience. The successful candidate will have excellent consultative skills, detailed product knowledge, and a commitment to excellence. This is a vital role within the organization and directly impacts overall customer success and the evolution of our product and service capabilities.
Meet Our Team
Pegasystems is growing and our Technical Services Operations (TSO) organization is seeking an experienced customer facing expert to take on the new and vital role of Service Assurance Advisor (SAA), working with a growing peer team of talented SAA’s within a newly evolving SAA function. This is a pivotal, high profile role, acting as the direct point of contact for the customer to drive resolution of technical service issues (product and cloud), and to communicate within the organization to meet the customer’s needs. The Service Assurance Advisor also works cross-functionally with multiple stakeholders across departments to ensure active dedication to achieving customer success and driving process improvements to enhance the customer experience. The successful candidate will have excellent consultative skills, detailed product knowledge, and a commitment to excellence. This is a vital role within the organization and directly impacts overall customer success and the evolution of our product and service capabilities.
Picture Yourself At Pega
Pega is changing the way the world builds software. In this role, you’ll help us design, develop, implement and test the next generation of Pega’s products. This is your chance to get your hands-on leading technology that figures out what people really care about.
What You\’ll Do At Pega
Technical Customer Engagement:
- Mentor and guide the Service Assurance team members in the following areas:
- Pro-active review of Cloud environments
- Remove impediments/blockers to keep issue investigations moving forward
- Utilize advanced knowledge and technical competence on Pega products and services to drive customer readiness from development to staging to production
- Leverage monitoring technologies (i.e., PDC) to provide problem recognition and diagnosis quickly and efficiently
- Issue resolution including complex technical issues across multiple teams while also ensuring timely and regular customer updates
- Manage a portfolio of customers encountering technical service issues, act as a direct point of contact within Pega’s Service Operations teams for the customer to drive resolution of service issues (product and cloud), and communicate within the organization to meet the customer’s needs
- Work with customers to anticipate potential problems and address them so they do not become an issue
- Understand Pega products and services, and how customers use them to drive effective customer-based solutions
Process And Improvements
- Understand and articulate the customer’s requirements to ensure that the customer’s optimal success criteria are met
- Drive tactical objectives in an assertive, mission-critical manner, as needed
- Partner with Pega Product Management, Engineering, and the Customer Success organization to ensure continuous feedback occurs
- Share and drive customer feedback with Product Owners, Engineering, and other relevant parties
Who You Are
The Service Assurance Advisor is a highly driven technical customer– facing professional who possesses initiative, a positive and resourceful mindset, and the ability to learn quickly and adapt to change. The individual is an organized self-starter with tenacity, drive, and enjoys working in a collaborative fast-paced environment to ensure swift resolution of issues and an exceptional customer experience. A deep commitment to quality is essential, as well as demonstrated creative troubleshooting skills.
What You\’ve Accomplished
- Bachelor’s Degree in Computer Science, or equivalent
- 10 + years of relevant work experience ideally with 3-5 years of either consulting experience or a technical lead role
- 5+ years Pega Consulting experience – preferred
- CSSA minimum certification, CLSA preferred, training provided
- Demonstrable experience in quickly understanding complex technical issues, as well as understanding customer end-to-end deployments, products and underlying architecture
- Advanced 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
- Proven ability to interact directly with customers at all levels
- Demonstrated customer-facing skills including expectation management, communication skills, information management
- Proven effectiveness at leading and facilitating customer meetings and workshops
- Possess strong presentation skills and credibility with all levels of customer organizations
- Ability to rapidly gain in-depth knowledge of existing and new Pega products and services
- Strong decision making and problem-solving skills
- Initiative and positive attitude
- Ability to learn quickly and adapt to change
- Professional, organized, efficient and accurate
- Tenacity, drive and the desire to succeed in a fast-paced environment
- Resourceful and creative troubleshooting skills
- Deep commitment to quality
- Fluent in English
Additional Preferred Qualifications
- Knowledge of AWS, Microsoft Azure, PCF, GCP
- Knowledge of J2EE architecture and application servers (Websphere, Weblogic, Tomcat, or JBOSS)
- Knowledge of database administration (Oracle, Postgres, MSSQL,UDB or DB2)
- Knowledge and experience with Javascript, SQL, and CSS/HTML
- Knowledge of Operating Systems (specifically Windows, AIX, Solaris, Linux, zOS)
- Knowledge of Communication protocols and technologies (SOAP, MQ, JMS)
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
Job ID: 22173
Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
Job function
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Job function
Other
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Industries
Software Development and IT Services and IT Consulting
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Lead Service Assurance Advisor employer: Pegasystems
Contact Detail:
Pegasystems Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead Service Assurance Advisor
✨Tip Number 1
Familiarise yourself with Pega's products and services. Understanding the technical aspects and how customers utilise these solutions will give you an edge in discussions and interviews, showcasing your commitment to customer success.
✨Tip Number 2
Network with current or former employees of Pegasystems. Engaging with them can provide valuable insights into the company culture and expectations for the Lead Service Assurance Advisor role, helping you tailor your approach.
✨Tip Number 3
Prepare to demonstrate your problem-solving skills through real-life examples. Be ready to discuss specific instances where you've successfully resolved complex technical issues, as this is crucial for the role.
✨Tip Number 4
Showcase your leadership abilities by discussing experiences where you've mentored or guided team members. This will highlight your capability to lead within the Service Assurance team and contribute to their success.
We think you need these skills to ace Lead Service Assurance Advisor
Some tips for your application 🫡
Understand the Role: Before applying, make sure you thoroughly understand the responsibilities and requirements of the Lead Service Assurance Advisor position. Tailor your application to highlight how your skills and experiences align with the job description.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in customer-facing roles, particularly in technical environments. Mention specific examples where you've successfully resolved complex issues or improved customer satisfaction.
Showcase Technical Skills: Given the technical nature of the role, ensure you detail your knowledge of Pega products, cloud services, and any relevant technologies like AWS or Azure. Use specific terminology from the job description to demonstrate your familiarity.
Craft a Compelling Cover Letter: Your cover letter should not only express your enthusiasm for the role but also provide insights into your problem-solving abilities and commitment to customer success. Make it personal and engaging to stand out from other applicants.
How to prepare for a job interview at Pegasystems
✨Showcase Your Technical Expertise
As a Lead Service Assurance Advisor, you'll need to demonstrate your deep understanding of Pega products and services. Be prepared to discuss specific technical issues you've resolved in the past and how your expertise can benefit the team and customers.
✨Emphasise Customer Engagement Skills
This role is all about customer interaction. Highlight your experience in managing customer expectations and resolving issues. Share examples of how you've successfully communicated with clients and collaborated with cross-functional teams to enhance customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving abilities. Think of complex situations you've encountered in previous roles and how you navigated them. This will showcase your critical thinking and troubleshooting skills.
✨Demonstrate Your Commitment to Quality
The role requires a strong commitment to quality and excellence. Be ready to discuss how you ensure high standards in your work and how you drive process improvements. Sharing specific examples of initiatives you've led can make a strong impression.
