Sam Falk Email & Phone Number

Littleton, Ma, Us

Building software that makes a difference in the world.

Lynnwood, Wa, Us

Responsibilities - Direct both the Engineering / Technical Ops and the Member Success teams- Personally assume all product management responsibilities- Oversee all customer relationship management and personally manage critical customer relationships- Manage the internal technology environment, ensuring internal systems are effective and efficientSignificant Results- Improved member renewal rates. Q2-2019: 66%. Q1-2020: 97%.- Developed Accelerator Sessions, the quarterly process that delivers expert guidance to members- Solved the ‘revolving door’ problem, hiring and retaining Member Success Managers- Significantly improved and streamlined internal systems, including migrating from an unusable SFDC system to a new instance and developing it into a true CRM platform for Member Success and Sales- Dramatically improved the morale and productivity of the Engineering and Member Success teams

Cambridge, Ma, Us

Responsibilities:- Direct all aspects of product definition and delivery for Predictive Diagnostic Cloud (PDC), Pegasystems’ cloud-based Application Management solution as well as AES, PDC’s on premise analogue - Ownership of product management, engineering, QA, documentation and training, DevOps, cloud system management, level 3 support, sales support and product evangelism- Rescue mission: Turn the “backwater, neglected” products into critical components of Pegasystems' product suite "realizing the potential we know they have"Significant Results- Simplified, stabilized, and improved products - requiring less technical knowledge to use and understand- Expanded user base to include all of Pegasystems Customer Support and key staff in Pega Consulting- Reduced cloud costs by 36% while modernizing infrastructure and improving average response time from ~2 seconds to ~½ second- Dramatically improved morale and productivity of development & product management staff- Launched the Cloud Operations team which was productive, and capable within two months- Delivered DevOps: biweekly releases became routine and stress free

Cambridge, Ma, Us

Responsibilities- Drive product content for key areas of Pega 7, Pegasystems’ flagship and foundation product, based on my knowledge of Pegasystems’ customers and market – product areas include security, integration, multi-tenancy & cloud readiness, and system management- Drive the development process for 8 agile teams located in Cambridge, MA, USA and Hyderabad, India- Ensure quality and consistency of software architecture, design, implementation, documentation and testing - Executive sponsorship of major customers and prospects to ensure sales and implementation successes for customers- Provide subject matter expertise to close major sales. Represent Pegasystems’ product group on executive governance committees of major, leading-edge customer projects- Product evangelism: training of Pegasystems and customer staff on benefits and use of Pega technologySignificant Results- Delivered first multitenant customer implementations to production- Access Manager, Pega 7’s authorization management landing page, which made the previously opaque security model easy to manage- Defined and delivered Attribute Based Access Control (ABAC) leading to major sales (at least $8 million)- Developed the ML (maintenance level) software delivery model which accelerated software delivery from 2x a year to 4x a year. - Simplified the software update process and reduced upgrade times for MLs from several hours to ~30 minutes.

Cambridge, Ma, Us

Responsibilities⋅ Direct and manage the Global Customer Support & Sustaining Engineering organization with offices in Cambridge, MA; Cupertino, CA; Reading, UK; and Hyderabad & Bangalore, India⋅ Create and continuously improve efficiency and customer satisfaction metrics⋅ Resolve technical support requests for five product suites working with the company’s Fortune 200 customers⋅ Personally manage the support relationships of the company’s largest and most important customersSignificant Results ⋅ Based on increasing customer needs, grew the organization from 25 in the UK and Cambridge to 150 people in 5 locations, including establishing the company’s first India-based support teams⋅ Completed the integration of acquired company’s (Chordiant) support and sustaining engineering teams⋅ Selected and developed regional directors and implemented a 24 x 7 operation with global, follow-the-sun capability⋅ Established a 24-7 support and escalation processes⋅ Defined internal metrics for success and drove continuous improvement in customer satisfaction resulting in multiple NorthFace Awards for excellence in customer service from Omega Management Group⋅ Added responsibility for Sustaining Engineering in 2009 and established communications and processes working with outside vendor in US and India⋅ Directed the development of systems and processes to manage interactions with customers, including a customer facing work management system⋅ Personally developed the demand projection model used in capacity planning

Cambridge, Ma, Us

Same as the VP job above, just before the promotion!

Cambridge, Ma, Us

⋅ Defined support and escalation processes and organized teams based on technical specialties leading to improved team effectiveness and customer satisfaction⋅ Hired, mentored, and provided technical leadership for all North America staff⋅

Cambridge, Ma, Us

⋅ Led the development team building the first applications on PegaRules (now called Pega 7)⋅ Managed from initial install to production the first customer deployments of the new products ⋅ Developed the accounting software layer still in use in company’s financial applications today

San Mateo, Ca, Us

Interesting lessons learned...

Cambridge, Ma, Us

Cambridge, Ma, Us

Cambridge, Ma, Us

Cambridge, Ma, Us

Masters In The Management Of Technology, Business

Bachelor Of Arts - Ba, Math / Computer Science