Client Success Manager

PEGASYSTEMS PTE LTD; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading software company in the UK is seeking a Customer Success Manager to develop trusted relationships with clients and drive business value through software adoption. The ideal candidate will have over 5 years of experience, strong consulting skills, and the ability to effectively communicate at all levels, including executive. Bilingual skills in English and Thai at a professional level are essential. This role offers a competitive benefits package and the opportunity to work with innovative clients.

Benefits

Competitive benefits program inclusive of pay + bonus incentive

Continuous learning and development opportunities

Employee equity in the company

Qualifications

• 5+ years relevant work experience, 3+ years in a client success or account management role.
• Ability to prioritize, multi-task, and perform effectively under pressure.
• Strong knowledge of business applications and automation.

Responsibilities

• Develop a trusted advisor relationship with multiple stakeholders in the customer organization.
• Establish a metrics framework to measure business value through the use of Pega software.
• Manage escalations quickly and effectively, advocating for the customer within Pega.

Skills

Client success

Executive-level communication

Consulting skills

Business process knowledge

Bilingual in English and Thai

Job description

Meet Our Team

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 critical to the success of our clients by enabling clients achieve business goals with Pega.

Picture Yourself at Pega

The Customer Success Manager is a trusted advisor to Pega clients working closely with the One Pega team to enable clients to drive business goals. Our client Success teams are responsible for driving adoption of Pega, providing best practice guidance, supporting clients on their journey to modern Pega and supporting the commercial success at renewal.

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, coproduce 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.
• Work closely with Clients support the use of modern Pega
• Collaborate with sales and services to ensure renewals and identify expansion opportunities.

Who You Are

• 5+ years relevant work experience, 3+ years in a client success or account management 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

What You’ve Accomplished

• A proven customer satisfaction and revenue driver. The 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.
• Bilingual skills are required in both English as well as Thai professional level expertise

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 benefits program inclusive of pay + bonus incentive
• Employee equity in the company