Senior Client Success Manager

Enterprise AI decisioning and workflow automation platform; Remote; CAD 175,000 - 225,000; Full time

Job summary

A leading technology firm is seeking a Senior Client Success Manager to maintain and expand relationships with critical accounts. You will leverage expertise in Banking and Financial Services to drive customer success and adoption of Pega software. Ideal candidates have over 10 years of experience in client success management or consulting and possess strong analytical and communication skills. The competitive salary ranges from CAD 175,000 to CAD 225,000, with additional incentives offered.

Benefits

Competitive global benefits program

Employee equity in the company

Continuous learning and development opportunities

Qualifications

• 10+ years relevant work experience, 5+ years in a Client Success management or consulting role.
• Ability to effectively navigate and mediate conflict and foster honest dialog.
• Understanding of Pega best practices within customer environments.

Responsibilities

• Develop a trusted advisor relationship with multiple stakeholders in the account.
• Establish metrics framework for measuring business value through Pega software.
• Manage escalations and coordinate actions on behalf of the customer.

Skills

Executive-level communication

Interpersonal skills

Strong consulting skills

Prioritization and multitasking

Knowledge of banking processes

Analytics orientation

Education

BA/BS Degree or equivalent business experience

Job description

Career Opportunities: Senior Client Success Manager (23128)

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, as you will partner with internal and external stakeholders to drive our client’s success.

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 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 customer can maximize 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 prioritize, 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 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.
• 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 + bonus incentive
• Employee equity in the company
• #LI-NM1

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 an information on benefits, bonus/commission, and other pay components for this role at the relevant recruitment stage.

AI in Action – Pega embraces the power of artificial intelligence. We encourage all employees to actively engage with AI technologies and continually explore ways to responsibly integrate AI into our products and processes. We may support parts of our recruitment process with automatic processing and, if required by law, you may in such cases have the right to request human intervention, challenge the outcome of such processing and comment on it.

Culture –At Pegasystems, we foster an environment where people feel valued and empowered to contribute their best. With global clients across industries and regions, we know our success depends on the unique perspectives, experiences, and talents of our people. Ours is a workplace where everyone can grow, collaborate, and deliver meaningful outcomes.

We encourage candidates from all backgrounds and experiences and focus on the core competencies and mindset needed to thrive in a role.

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.

Export Compliance –For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals.

Accommodations –If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us here or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.