Pegasystems - Charlotte, NC
posted 3 months ago
As a Senior Client Success Manager at Pegasystems, you will play a pivotal role in maintaining and expanding relationships with key accounts that are critical to the company's success. This position requires a high level of vertical expertise and ongoing program adoption management. You will be responsible for developing trusted advisor relationships with multiple stakeholders within the customer organization, ensuring that they realize the full value of Pega's software solutions. Your role will involve establishing a metrics framework to measure business value, co-producing strategic roadmaps for transformation, and encouraging the adoption of best practices through enablement and governance. In this position, you will serve as the advocate for your accounts within Pega, managing escalations effectively and coordinating with various internal teams to address customer needs. You will utilize both discrete and aggregate measures of customer health to drive insights, identify risks, and take proactive actions to mitigate them. Your industry and product knowledge will be essential in sharing insights that help customers maximize their licenses and drive business benefits. The Senior Client Success Manager is expected to engage comfortably with both front-line teams and C-suite leaders, employing the Challenger model to provide valuable business insights. You will analyze available data to determine customer health and identify opportunities for proactive outreach, ultimately increasing customer satisfaction and reducing risks associated with sales and delivery. Your contributions will be vital in developing account plans, organizing resources, and measuring progress against key performance indicators (KPIs).