Lead Service Assurance Advisor Milano

Lead Service Assurance Advisor
Milano
Lombardia, Milano

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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.

What You'll Do At Pega In this role, you will: Technical Customer Engagement Mentor and guide the Service Assurance I 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 TSO 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 Qualifications include: 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 and Italian 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 #J-18808-Ljbffr