About the role:
In this role, you will manage your own subset of enterprise clients in an account team model, serving as the point of contact for escalations and high-priority issues and providing leadership and direction to the rest of the team. You will collaborate with clients to understand their business goals and provide technical recommendations, lead the implementation of complex configuration changes in Pega, and monitor your clients’ systems and dashboards to identify potential issues. Additionally, you will provide technical leadership for the support development group, mentoring and coaching junior members, overseeing daily standups, and ensuring alignment with client priorities. This is a full-time, permanent position and is fully remote.
Responsibilities include:
- Provide leadership and direction to the support developer team.
- Oversee daily standup meetings and ensure alignment with client priorities.
- Act as a primary point of contact for client escalations and high-priority issues.
- Manage their own subset of enterprise clients in an account team model.
- Collaborate with clients to understand their business goals and provide technical recommendations.
- Mentor and coach support developers to enhance their skills and performance.
- Lead the implementation of complex configuration changes using Pega.
- Monitor client systems using Snowflake dashboards and proactively identify potential issues.
Required Qualifications:
- 3+ years of experience with Pega development and configuration
- 3+ years spent in a support or development role, with at least 2 years in a senior or team lead role
- Demonstrated experience managing client and stakeholder engagement
- Strong leadership, communication, and interpersonal skills
- Ability to manage multiple priorities and deliver results in a fast-paced environment
- Demonstrates our core values: Authentic, Innovative, Deliberate, Accountable, Passionate
- High school diploma
Preferred Qualifications:
- Bachelor’s degree in computer science, engineering, or related field
- Experience proactively monitoring systems and dashboards
- Snowflake and/or SQL familiarity