Professional Services Lead

About Pragma

Pragma is supporting healthy and vibrant online communities by creating a backend game engine— a platform of services and tools that enable game studios to launch live-service games.

You'll be joining a passionate, remote-first team (PT time zone) comprised of people that have scaled games such as League of Legends and Destiny 2 and many more games while at Riot, Bungie, PopCap, and EA. Team members have also scaled platforms at traditional tech companies including Google, Amazon, Microsoft, SendGrid and Tableau. We are grateful to have partnered with top-tier investors including Greylock, Upfront Ventures and Insight Partners

About the Role

We are looking for a Professional Services Lead to build and lead Pragma’s Professional Services Organization. In this role, you will have a significant impact on how game studios build their games by providing expert technical guidance while shaping the success of our professional services team.

As the Professional Services Lead, you will manage teams of engineers, oversee complex projects, and partner with leadership to create and scale a world-class services practice. You will work directly with external studios, offering strategic insights and technical support to help them build and launch their games using the Pragma Platform.

The ideal candidate is a strategic leader with deep technical expertise in game development and a proven track record in professional services. You’ll bring strong project management skills, a passion for delivering exceptional client experiences, and the ability to balance multiple priorities in a fast-paced environment.

Responsibilities

• Build and lead the Professional Services team, providing coaching and professional development

• Participate in consulting projects as a senior resource (Engagement Manager, Project Manager). 

• Manage resource planning, cross-company visibility, and profitability for professional services through direct project management and for monitoring projects under your team’s responsibility

• Collaborate with the sales team to scope projects, provide thought leadership, and engage with potential clients.

• Monitor and message internal expectations on key business metrics such as delivery of service, client satisfaction, and system performance

• Work with clients and engagement teams to anticipate project risks, resolve issues, consistently meet deadlines and achieve 100% client satisfaction

• Gather feedback and best practices from client engagements to improve and refine Pragma’s Service Offerings

• Significant experience in solution design, gaming technologies and best practices that provide optimal solutions to clients

Qualifications

• Technical expertise in game development

• 4+ years experience in client services, consulting, or professional services, preferably in the gaming industry

• Demonstrated experience managing a team in a project or professional services environment, with a track record of delivery results

• Prior experience managing staff in a project or professional services environment.

Job Benefits

• A remote-first work environment with semi-annual in-person meetups

• Competitive pay

• 100% employer-paid medical, dental, vision coverage for primary policyholders; 80% employer-paid coverage for eligible dependents.

• 401(k) retirement plan with company match

• Flexible vacation

• Remote friendly perks 

• Paid family care leaves

• Long term and short term disability

Pragma is committed to creating a diverse work environment. All qualified applicants will receive consideration without regard to race, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.

Compensation Range: $140K - $200K