Sr. Manager - Customer Service Strategy and GTM

Meet Our Team

The Customer Service & Sales Automation Strategy and GTM team lives within the wider GTM organization, which builds the strategy, programs, and assets that our client-facing teams need to succeed within their accounts. We are a mix of ex-product, marketing, implementation, and enablement folks that operate as a "connective tissue" for the wider Pega org.

Picture Yourself At Pega

The Customer Service Strategy and GTM team you'll join helps define and coordinate product strategy, positioning, and packaging by working closely with our upstream counterparts in the development organization and our downstream colleagues in product marketing, field enablement, and program execution functions. You’ll work closely with our development teams to maintain and influence the Customer Service roadmap, build messaging that differentiates our product in market, define packaging and GTM motions to grow the CS business through the field organization, and be an internal and external voice for our Customer Service solutions.

What You'll Do At Pega

• Become a subject matter expert for the Pega Customer Service solution, and leverage your deep experience in customer service to help define our growth opportunities and drive them forward.
• Stay abreast of the wider market, our position within it, and understand where we can deliver real value. You'll anticipate change, embrace new technologies, and help the wider organization understand how to best deliver differentiated value within our customer service business.
• Collaborate, collaborate, collaborate. You'll earn the trust of the development team, the product marketing teams, and the field-facing teams. This is a "influence-and-win-people-over" position, not a "do-what-I-tell-you" role.
• Evangelize Pega Customer Service internally and externally. You'll likely have opportunities to present at conferences, webinars, and industry events. You may directly engage clients, prospects, partners, and analysts. You'll be one of the faces of Pega Customer Service.
  
  

Who You Are

• You have deep CX/CRM domain knowledge and a detailed understanding of enterprise grade, consumer facing customer service and/or adjacent CX/CRM solutions.
• You have experience bringing creative ideas and proposals forward, supported by qualitative justification and quantitative analysis. Can you build consensus across the organization? Are you comfortable discussing, debating, and driving towards a decision?
• You can engage a variety of audiences with the relevant, appropriate story. Can you confidently discuss relatively technical concepts with a development team in the morning, present your pricing strategy to leadership at lunch, support a rep with a customer deal in the afternoon, and present at a conference to close out the day?
• You are consistently focused on customer value, and tech-savvy enough to earn the trust of the product team.
  
  

What You've Accomplished

• 5+ years of direct experience as a product owner, implementer, sales consultant, technical product marketer, or similar role within the customer service software domain.
• You have experience working with sales enablement and field facing teams. Have you delivered training and roadmap guidance to the sales org? Worked with specialist teams to guide positioning? Supported account teams in specific deals?
• You have a solid understanding of what the market considers a "table stakes" customer service solution, and have experience with digital-first and self-service framing.
• You have more than a passing familiarity with the newer wave of technologies that get grouped into the "AI" umbrella, and can articulate existing and future applications within customer service.
• You have consistently stayed aware of the wider market and the competitive landscape, and understand well an external vs. internal lens.
• You can tell client-centered stories that demonstrate how the things you've worked on or delivered have improved client outcomes. You've also learned from efforts that didn't go as well.
  
  

Pega Offers You

• Opportunity to market cutting edge technologies like generative AI, machine learning, and automation.
• Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company.
• Continuous learning and development opportunities.
• An innovative, inclusive, agile, flexible, and fun work environment.
  
  

Job ID: 20768