Sr. Client Success Manager

Pega provides innovative technology to the world’s most innovative organisations. As the recognised industry leader in strategic business applications, according to analysts such as Forrester and Gartner, we challenge companies to rethink the way they do business and empower them to become more efficient, smarter, and most importantly, customer‑centric. Our Client Success team is an integral part of our rapid growth trajectory, and you will partner with internal and external stakeholders to drive our client’s success. Picture Yourself at Pega A Senior Customer Success Manager is responsible for maintaining and expanding relationships and providing 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 FS/Banking vertical expertise as well as ongoing program adoption management and leadership. What You'll Do at Pega 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 customers can maximise license to drive business benefits Who You Are BA/BS Degree or equivalent business experience 10+ years relevant work experience, 5+ years in a Client Success management or consulting role 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 prioritise, multi‑task, and perform effectively under pressure Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation Strong working knowledge of the Banking/Financial Services space What You've Accomplished A proven customer satisfaction and revenue driver. The Senior Customer Success Manager leverages data and relationships to help our 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 reduces sales and delivery risks Is driven for results . Contributes to account plans, organizes resources required to execute the plans and achieve desired outcomes, and measures progress against KPIs, balancing the customer’s needs and value to Pega Is a thought leader . Leverages deep domain experience, product knowledge and industry trends to focus on quantifiable benefits and realise them Is service‑oriented . Acts as the primary post‑sale point of contact for the customer, addresses root causes of dissatisfaction, and proactively coordinates with specialists in Pega to smooth the customer journey and ensure Pega’s applications are best in class Pega Offers You A rapidly growing yet well‑established business The world’s most innovative organizations as reference‑able clients Gartner Analyst acclaimed technology leadership across our categories of products Continuous learning and development opportunities An innovative, inclusive, agile, flexible and fun work environment Competitive global benefits program inclusive of pay and bonus incentive Employee equity in the company Additional Information Base salary range for this role is 175,000 – 225,000 CAD annually. This role may also be eligible for annual bonus or commission, as well as benefits and other incentives. The final compensation will be determined during the offer process based on the candidate’s education, experience, skills, and qualifications, as well as market conditions and may vary from the posted range. We will share information on benefits, bonus/commission, and other pay components for this role at the relevant recruitment stage. As an Equal Opportunity employer, Pegasystems will not discriminate in its employment practices due to an applicant’s race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law. #J-18808-Ljbffr