Senior Manager of Specialist Solutions Consulting - Customer Service
Join to apply for the Senior Manager of Specialist Solutions Consulting - Customer Service role at Pegasystems
Senior Manager of Specialist Solutions Consulting - Customer Service
Join to apply for the Senior Manager of Specialist Solutions Consulting - Customer Service role at Pegasystems
Meet Our Team
Join Pega's global team of specialists dedicated to transforming customer service and sales automation across industries. Our cross-functional, innovative team works directly with Product on the latest platform innovations, collaborates with Go-to-Market teams on cutting-edge strategies, and partners with account teams globally to deliver next-generation solutions that redefine what's possible in customer experience.
Meet Our Team
Join Pega's global team of specialists dedicated to transforming customer service and sales automation across industries. Our cross-functional, innovative team works directly with Product on the latest platform innovations, collaborates with Go-to-Market teams on cutting-edge strategies, and partners with account teams globally to deliver next-generation solutions that redefine what's possible in customer experience.
Picture Yourself At Pega
Step into the future of customer service innovation as a leader who drives enterprise-level transformations. You'll be at the forefront of Pega's Customer Service capabilities, leading presales teams, developing cutting-edge solutions, and shaping the customer service landscape with intelligent automation, predictive service, and large-scale holistic self-service implementations.
What You'll Do At Pega
Delivery Excellence (35%)
- Lead and manage a presales team focused on Customer Service capabilities and industry solutions across the Americas region
- Collaborate with clients, partners, and Pega teams to continuously focus on Customer Success in large-scale Customer Service Center implementations
- Lead a team to provide high-quality deliverables and demonstrations that showcase Pega's Customer Service capabilities including omnichannel engagement, AI-powered automation, and enterprise self-service solutions
- Own end-to-end presales execution for major Customer Service opportunities, utilizing the latest Pega Customer Service features including Voice AI, Dynamic Case Management, and Agentic AI capabilities
- Demonstrate deep expertise in Pega Customer Service solutions including intelligent automation, predictive service, and large-scale holistic self-service implementations
- Show expertise and maintain knowledge about innovative solutions in the Customer Service space
- Stay current with Pega's Customer Service methodology, Agentic AI developments, and competitive positioning in the customer service landscape
- Understand Pega's analyst positioning and industry leadership as the only vendor integrating CRM, Digital Process Automation, Case Management, Robotics, and AI in a unified platform
- Lead, mentor, and develop Customer Service Specialist Solutions Consultants across the Americas region
- Present Customer Service topics and best practices across the Pega ecosystem including sales teams, solutions consulting teams, and partner communities
- Bachelor's degree in Computer Science, Business Administration, or related field
- A thought leader and innovator in the service, sales automation, robotics and technology space
- Exceptional interpersonal skills and ability to communicate, partner, and collaborate with diverse stakeholders
- Excellent time management and organization skills, with capability to manage multiple competing priorities across a regional team
- Proven track record of achieving outstanding customer results with a team-oriented approach
- Demonstrated ability to lead by example and drive team performance
- 10+ years of progressively responsible experience in customer service solutions, with at least 3 years in leadership roles
- Proven experience leading presales teams focused on Customer Service capabilities and industry solutions
- Demonstrated experience working within large Customer Service Centers (call centers) and understanding of contact center operations
- Strong background in products and services related to providing large-scale holistic self-service at an enterprise level
- Experience with omnichannel customer engagement strategies and implementations
- Background or strong interest in Agentic AI and its applications in customer service
- Experience with Pega Customer Service solutions or similar enterprise customer service platforms
- Knowledge of AI-powered automation, predictive analytics, and intelligent guidance systems
- Understanding of enterprise case management and workflow automation
- Experience with customer service analytics, reporting, and performance management
- Familiarity with Voice AI, conversational AI, and knowledge management systems
- Previous experience in Solutions Consulting or technical sales roles
- Experience operating or running customer service operations or customer service center
- 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
Seniority level
Seniority level
Director
Employment type
Employment type
Full-time
Job function
Job function
Consulting, Information Technology, and SalesIndustries
Software Development and IT Services and IT Consulting
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