Client Success Manager

Pegasystems - Dallas, TX3.7

30+ days agoFull-time
The Position:
A Senior Customer Success Manager is responsible for maintaining and expanding relationships and provide technical expertise, where applicable, within a set of defined accounts that are of critical importance to Pega based on reference engagement, and ongoing revenue stream. These accounts will also require a high level of vertical expertise as well as ongoing program adoption management and leadership.

In this role, you will:
Develop a trusted advisor relationship with multiple people in the account to expand engagement with stakeholders across the customer organization
Establish a metrics framework to realize and measure business value through use of Pega software, co-produce a strategic roadmap for transformation, and encourage adoption of best practice through enablement and governance
Serve as the account’s advocate within Pega, managing escalations quickly and effectively and coordinating with other organizations at Pega to take action on behalf of the customer
Use discrete and aggregate measures of customer health to drive insights, to identify and mitigate areas of risk, and to take proactive action
Leverage industry and product knowledge to share insights about how customer can maximize license to drive business benefits

Pega Offers:
A rapidly growing yet well-established business
The world’s most innovative organizations as reference-able clients
Analyst acclaimed technology leadership in a massive emerging market

The Person:
As a customer satisfaction and revenue driver, the Senior Customer Success Manager leverages data and relationships to help Pega customers achieve their business objectives after the initial sale and continuing through the customer lifecycle.

Comfortably engages with front-line teams and C-suite leaders, employing the Challenger model to drive business insights. They understand Pega best practices and how to adapt them within each customer’s environment to achieve faster time to value
Has an analytics orientation. Customer Success requires analysis of available data to determine customer health and identification of new data - to drive proactive outreach, which in turn increases customer satisfaction and lowers sales and delivery risks
Drives for results. Contribute to account plans, and organize resources required to execute the plans and achieve desired outcomes. They measure progress against KPIs, successfully balancing the customer’s needs and value to Pega
Is a thought leader. They leverage their deep domain experience, product knowledge, and industry trends to home in on quantifiable benefits and focus intently on realizing them
Is service-oriented. They are the primary post-sale point of contact for the customer. They address root causes of dissatisfaction, and proactively coordinate with specialists in Pega to smooth the customer journey and help ensure that Pega’s applications are best in class

Required Qualifications:
BA/BS Degree or equivalent business experience
10+ years relevant work experience, 5+ years in consulting or consultative sales
Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
Strong consulting skills and proven results working as a trusted advisor to drive business value for clients or stakeholders
Ability to prioritize, multi-task, and perform effectively under pressure
Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
Additional Preferred Qualifications (based on account portfolio):

Strongly prefer existing knowledge of Pega product and platform features, capabilities, and best use
Experience implementing Customer Relationship Management solutions (CRM) or other complex IT projects within large enterprises
Skilled at Program Management within large organizations, helping to effectively drive change across groups by engaging key stakeholders
Proven effectiveness at leading and facilitating executive meetings and workshops
Experience with account portfolio planning and prioritization
Familiarity with Cloud Computing technologies, concepts and benefits
Working knowledge of the software development process and of software design
We partner with our clients to deliver exceptional outcomes. –Pega Value: Client Success