About Us
Pegasystems (NASDAQ: PEGA), the leader in Business Process Management, helps organizations achieve new levels of agility, become more competitive, and innovate in ways they often did not know were possible. A 25-year old company based in Cambridge, MA, USA, Pegasystems is committed to a new way of developing business solutions, one that gives business users direct input and relieves IT of manual coding and assembly. With its patented Build for Change® technology, Pegasystems delivers fast and immediate business benefits including improved revenue growth of 30% and more, cost reductions of 40% and more thanks to work automation, and 5 points increase in customer retention.
Executive Leader of Professional Services - Financial Services
Job Purpose:
Responsible for the customer success, P&L and the direction of the Professional Services industry business within North America. This individual determines the strategy, budgets and goals for the organization, and takes specific actions to ensure that performance against plan is met. Ensures that consulting services and implementation projects are delivered in a profitable and timely manner. Drives the escalation of significant customer issues to resolution via cross-functional coordination. Supports the sales effort by providing high-level guidance and expertise as required. Ensures timely software acceptances to enable revenue recognition for license and services.
Key Result Areas:
Customer Success- The IL is ultimately responsible for customer success across the entire portfolio of project / accounts in the group.
- Drive Customer Satisfaction for Pega and Partner lead Industry Projects
- Provides project direction and escalation management for significant customer projects and assignments within the Professional Services Industry Practice. Attends Steering Committee meetings and ensures proper project governance.
- Drives the Services related element in the management of third party relationships and ensures partner organizations receive effective resource and expertise support during joint project engagements.
- Assures customer satisfaction by driving the timely resolution of customer technical issues using high-level escalation within cross-functional areas where required. Ensures customer support and help desk functions are run effectively and agreed service levels are being met.
Business Development - The IL needs to have strong license and services business development skills.
- Works with Sales and Solutions management to develop strategic vision for all accounts. Works to ensure that tactical support for the vision is executed effectively through Professional Services resources and cross-functional alignment.
- Assist the Sales and Marketing function by providing expert advice and guidance on Services Industry related elements of sales proposals and presentations. Attends prospective customer meetings and presentations to facilitate the acceptance of the Professional Services approach, methodology and capabilities.
- Provides strategic level field input to product development strategies to help ensure acceptance in the marketplace.
P&L Management- The IL is responsible for meeting or exceeding revenue and profitability goals for the business unit.
- Derives and agrees to an annual operating plan and budget for North America Industry Services Practice
- Monitors progress against revenue and margin goals and takes corrective action where necessary.
- Provides expert input to the regular forecasting activities to assure the accuracy and viability of monthly and quarterly planning processes.
- Underwrites and approves project hours and cost estimates to ensure profitable and timely customer implementations.
- Uses best endeavors to secure timely revenue events such as license renewals, software acceptances, and project milestone achievements.
- Works in conjunction with the Solutions Managers, Project Managers, and Services staff to reduce outstanding Accounts Receivable balances and Days Billed Outstanding (DBO) of assigned customers.
- The IL must be constantly developing new management talent to help us scale the business.
- Oversees the Service Delivery function to ensure that North America Services Practice is appropriately staffed with well-trained and motivated team members. Assists with the recruitment and coordination of resources and ensures that Professional Development of staff is effectively applied.
- Communicates effectively with staff, other Pegasystems functional groups, senior management, and customers to raise awareness of progress and activities, and gain feedback to improve processes and alignment to goals.
- Acts as a mentor to the management team within North America Services Practice, as well as individual staff members, to help leverage their skills and experience for the benefit of Pegasystems.
Thought Leadership- The IL must be seen as a key contributor to industry thought leadership at Pega.
- Acts as a change agent to continuously optimize the structure, strategy, procedures and processes of the North America Services Practice, in line with current and future needs.
- Provides Global direction on Services Industry solutions and direction.
- Other responsibilities and key result areas will be assigned as required.
Functional Expertise:
- Proven knowledge of Pegasystems' products and their implementation in specific vertical markets
- Detailed knowledge of Pegasystems' implementation methodology (AIM) and the PQA process.
- Proven ability to close services engagement deals and support license sales activities
- Strong customer service orientation, including proactive development of customer relationships
- Project/Program management expertise
- Ability to prepare, understand and execute strategic and tactical plans, consistent with business goals
- Analytical, problem solving orientation
- Results orientation through timely and effective decision making
- Produces a challenging and development-focused work climate
- Possesses the appropriate level of technical/functional expertise and knowledge.
- Understands and applies procedures, regulations, and policies related to areas of specialized expertise.
- Utilizes technology-based tools and processes
- Continuous learning and development
Behavioral and Interpersonal:
- Adaptability and flexibility, with the ability to maintain effectiveness in a dynamic environment
- Excellent oral, written and presentation skills
- Listening skills reinforced by communications tools and techniques. Encourages open communications and ideas
- Strong negotiation skills to achieve win-win results
- Relationship building internally and externally
- Persuasive and influencing using effective interpersonal style
- Deal effectively with pressure
- Communication
- Role modeling
- Team work
Managerial:
- Leadership via example and in a way consistent with the Company's values
- Proven self-starter
- Proven ability to understand and achieve revenue and expense plans
- Proven ability to maintain and extend strategic relationships with clients
- Coaching and mentoring skills
- Team building and management
- Performance management
Supervisory Responsibility:
- Directly responsible for all industry Practice Leaders and industry Delivery Manger.
- Indirectly responsible for all industry PS practitioners.
Education and Experience Requirements:
- Masters Degree or equivalent work experience
- 10 to 15 years experience in financial services professional services environment with P&L responsibility and experience managing people
- Budget
- Establish and manage financials
Travel Requirements
- 50 to 75% - travel to and work on client/other sites
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An Equal Opportunity/Affirmative Action Employer. Women, minorities, veterans, and people with disabilities are strongly encouraged to apply.
