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Pegasystems, Inc. Senior Director, Business Excellence - Customer Service in Cambridge, Massachusetts

Senior Director, Business Excellence - Customer Service

Job Category: Sales Strategy & Operations

Location: US - Massachusetts - Cambridge


Meet Our Team:

The Customer Service and Sales Automation team articulates the horizontal perspective of one of Pega’s three primary engagement strategies and offerings. Our team is responsible for developing our Customer Service and Sales solutions and growing the business. The Business Excellence team areuniquely placed to work with Pega’s most innovative customers all over the world, expected to quickly become a trusted advisor, and then ensure that they are successful. We are also expected to understand and define best practice, becoming recognized thought leaders, and working with internal and external SMEs to extract domain knowledge and ensure that it is distributed through the Pega, Partner, and Customer ecosystems. Each team member is expected to demonstrate leadership, to manage the delivery of their objectives, fostering collaboration to drive customer success.

Picture Yourself at Pega:

In this highly visible role, the Sr. Director of Business Excellence, you will work across product, sales, marketing, and industry teams to ensure our core technology proposition of Customer Service and Sales Automation is communicated across the buying team, especially contact center buyers. In supplying best-practice tools and guidance, the role will liaise both with internal stakeholders, notably Pega Consulting and Product Management, and external parties, notably client- and partner-side visionaries, project managers, business consultants, CoE’s (or partner SaaS offerings), and responsible executives. In so far as best practice delivery patterns is used as a sales asset, the role may also have a supporting role in pre-sales. Success in the role will be determined by the quality and consistency of the delivery of Customer Service & Sales projects, and identifying remaining obstacles, internal or external, that are in the way of customer success.

What You'll Do at Pega:

  • Work with Product Strategy to develop best-practice insight and thought leadership describing how organizations should use Pega Customer Service & Sales products

  • Work with Product Strategy to provide thought leadership to understand customer requirements and then clarify paths to GTM teams how/where best to upsell and cross-sell opportunities to deepen penetration of Pega’s Customer Service & Sales portfolio

  • Drive strategy to build and foster relationships with call center executives in the business and IT in the client organization

  • Evaluate Customer Service & Sales Automation implementations to determine how closely they align with best practice configuration/implementation

  • Consult with customer organizations to help them shape their technology and processes to align with best practice, provide a path to get to the target state

  • Support sales engagements by providing advice and guidance to prospects on solution architecture and configuration

  • Work with clients to develop implementation roadmaps, looking for opportunities for Pega to radiate across their organizations

  • Lead internal efforts with Customer Success, Consulting and Delivery teams to increase knowledge of Customer Service & Sales portfolio, horizontal and vertical roadmaps, and microjourneys

  • Identify, develop, and document best practice patterns for Business as Usual Operations, providing hands-on expertise and configuration leadership across horizontal and vertical solutions

  • Support development of enablement materials for professional services and SI partners with respect to implementation optimization

Who You Are:

You are a curious technologist, engaged problem solver and empathic communicator! You can communicate the value of sophisticated technology in a way that educates and engages the buyer. You have experience in product strategy, development, and marketing with past enterprise software delivery experience.

What You've Accomplished:

  • 10-15+ years’ experience, including several years’ experience in leadership capacity within target segment

  • 5-7+ years’ Director level experience

  • Bachelor’s degree

  • Senior-level presence/gravitas; ability to influence C-level executives

  • Deep knowledge of the CRM, Cloud (PaaS/SaaS) and application markets

  • Experience selling and marketing applications and software to large enterprises, including at the executive level

  • Expert understanding of the Customer Service market, including software and technology within the industry

  • Keen understanding of strategic concerns of market

  • Ability to translate business knowledge into

  • Software market value proposition and strategy, as a reflection of Pega’s overall corporate strategy

  • Sales enablement artefacts

  • Strong interpersonal and management skills

  • Strong diagnostic and problem-solving skills

  • Hands-on, “get it done” operating style

  • Strong written and verbal communication skills. Ability to craft a story.

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

Job ID: 14707

As anand Affirmative Action 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.

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