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Senior Customer Service Strategy Manager
2 months ago
Position Overview: Senior Customer Service Strategy Manager - Sales Strategy & Operations
Location: Remote
About the Role: The Customer Service & Sales Automation Strategy team operates within the broader GTM organization, responsible for crafting the strategies, programs, and resources essential for our client-facing teams to thrive. Our team comprises professionals from various backgrounds, including product development, marketing, implementation, and enablement, serving as a vital link across the Pega organization.
Your Impact at Pegasystems: In this role, you will play a crucial part in shaping and coordinating product strategy, positioning, and packaging. You will collaborate closely with development teams to influence the Customer Service roadmap, create compelling messaging that sets our product apart in the marketplace, and define strategies to enhance the Customer Service business through field operations. You will act as both an internal and external advocate for our Customer Service solutions.
Key Responsibilities:
- Become a recognized expert in the Pega Customer Service solution, utilizing your extensive experience in customer service to identify and drive growth opportunities.
- Stay informed about market trends and our competitive position, understanding how we can deliver exceptional value.
- Foster collaboration across teams, building trust with development, product marketing, and field-facing teams. This role requires influencing and engaging stakeholders rather than directing them.
- Promote Pega Customer Service both internally and externally, with opportunities to present at industry conferences, webinars, and events, engaging with clients, prospects, partners, and analysts.
Who You Are: You possess extensive knowledge in CX/CRM and a comprehensive understanding of enterprise-level customer service solutions. You are adept at presenting innovative ideas backed by qualitative and quantitative analysis, capable of building consensus across various teams.
Your Skills and Experience:
- 5+ years of experience in roles such as product owner, implementer, sales consultant, or technical product marketer within the customer service software sector.
- Experience collaborating with sales enablement and field teams, providing training and strategic guidance.
- A solid grasp of essential customer service solutions and familiarity with digital-first and self-service approaches.
- Understanding of emerging technologies within the AI landscape and their applications in customer service.
- Ability to narrate client-focused stories that illustrate how your contributions have enhanced client outcomes.
Join Us: If you are passionate about driving customer service excellence and have the expertise to influence and lead within a dynamic organization, we encourage you to explore this opportunity with Pegasystems.
