Director Customer Support Pegasystems Boston

Job Description
The GCS Customer Success Director is responsible for providing leadership, coordination and management of CSM processes and functions and plays a vital role in improving the overall quality of processes and operations with the global support team. This individual is responsible for ensuring that effective measures, guidelines, and strategies are in place and adhered to across the support organization. The GCS CSM Director must build and maintain a working environment which encourages team work, energy and creativity. To achieve this, the individual must have strong leadership and excellent problem-solving skills along with good communication skills. This individual strives to strengthen client relationships and ensure the successful continuance of business operations.

In this role, you will:
Continually seek opportunities to increase customer satisfaction and deepen client relationships.
Serve as a trusted advisor to both external and internal customers to ensure the quality of execution of support services.
Track CSM engagement activities to ensure the overall success of the customer is achieved.
Work with Pega Product Management, Engineering and GCS to define, maintain and leverage account health indicators. Provide regular status reports to stakeholders on progress against established goals.
Pega Offers:

A rapidly growing yet well-established business
The world’s most innovative organizations as reference-able clients
Analyst acclaimed technology leadership in a massive emerging market
A diverse variety of challenges and opportunities to excel when working to ensure Pega’s customers are successful
Ability to exercise leadership competencies for team building, customer relations, negotiation, decision making, problem solving and conflict management in an exciting environment
Working as part of a global team that promotes team cohesion, understanding of expectations and drive for optimal team performance

Desired Skills and Experience
The Person:

The GCS Customer Success Director’s is a self-directed, highly motivated individual that thrives in a fast-paced environment. This individual is driven and takes ownership of solutions and the path forward.

Qualifications will include:

Proven Program/Project Management experience in the technology sector
Bachelor’s Degree in Computer Science, or equivalent
Proven ability to interact directly with customers at all levels
Excellent customer-facing skills including expectation management, communication skills, information management