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:
Drive a continuous scalability plan to align client goals and objectives with Pega service requirements.
Proactively identify and resolve challenges impacting availability, stability and performance of the Pega service
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, another language such as German or Swedish is also required.
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

Work arrangement
Yes