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Pegasystems - Waltham, MA
posted 2 months ago
About the position
The Principal Specialist Solutions Consultant - Customer Service at Pegasystems is a key role focused on driving digital transformation initiatives for large enterprise organizations. This position involves collaborating with sales teams and other stakeholders to demonstrate the value of Pega Customer Service solutions, creating engaging presentations, and acting as a trusted advisor to clients. The consultant will leverage their expertise in customer service technology to foster strong partnerships and share knowledge on industry trends and competitive solutions.
Responsibilities
- Be the ‘go-to' expert for Pega Customer Service and drive digital transformation initiatives with customers.
- Create highly engaging demonstrations and presentations to help customers visualize and transform their experiences using innovative Customer Service technology.
- Present tailored solutions, lead workshops, create solution architectures, and facilitate client engagements to address needs and develop effective selling and solution delivery strategies.
- Act as a trusted advisor to customers, partners, and internal teams, helping them understand the value and potential of Pega Customer Service.
- Be a recognized thought leader and domain expert in Customer Service/Experience (CX) and Pega's Customer Service solution.
- Collaborate with field teams and clients to evangelize solutions that help achieve results through innovation and adoption of initiatives.
- Foster strong partnerships with internal leaders in Product Development, Product Marketing, Alliances, and other peer Specialist organizations globally at Pega.
- Stay ahead of technology trends and competitive solutions, sharing knowledge with regional industry solution consulting teams and creating reusable best practice assets.
Requirements
- Technical/business experience in client-facing roles such as presales, consulting, technical enablement, or software application development and delivery.
- Ability to inspire others and take a lead role without requiring a formal manager role.
- Recognized leader, coach, and mentor with ownership and execution skills.
- Expertise in Customer Service and Pega's platform, with firsthand knowledge of Contact Center technologies.
- Strategic thinker with strong communication skills to develop customer relationships by understanding and anticipating client needs.
- Experience in software development and architecture, project management, requirements engineering, product management, and solution architecture.
- Technical strategist and innovator with the ability to develop and execute fresh ideas aligned with Customer Service strategy.
Nice-to-haves
- Experience developing and/or selling enterprise software solutions to large enterprise clients.
- Experience working in a complex, matrixed environment to build and scale business and technical relationships.
- BA/BS Degree or equivalent business experience.
- Experience delivering POCs and custom demonstrations to educate customers on product capabilities.
Benefits
- 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
