Senior Customer Success Manager
1 month ago
Pegasystems is a leader in strategic business applications, empowering organizations to become more efficient, smarter, and customer-centric. Our Client Success team is a key part of our growth trajectory, partnering with internal and external stakeholders to drive client success.
Picture Yourself at Pegasystems:A Senior Customer Success Manager is responsible for maintaining and expanding relationships, providing technical expertise, and driving business value within a set of critical accounts. These accounts require a high level of vertical expertise, program adoption management, and leadership.
What You'll Do at Pegasystems:- Develop trusted advisor relationships with multiple stakeholders across the customer organization.
- Establish metrics frameworks to measure business value and drive adoption of best practices.
- Serve as the account's advocate within Pegasystems, managing escalations and coordinating with other organizations to take action on behalf of the customer.
- Use customer health metrics to drive insights, identify risk areas, and take proactive action.
- Leverage industry and product knowledge to share insights and drive business benefits.
- 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 navigate conflict and foster honest dialog.
- Strong consulting skills and proven results working as a trusted advisor to drive business value.
- Ability to prioritize, multi-task, and perform effectively under pressure.
- Strong knowledge of business processes, business applications, and automation.
A proven customer satisfaction and revenue driver. The Senior Customer Success Manager leverages data and relationships to help 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.
- Has an analytics orientation, using data to determine customer health and identify new opportunities.
- Drives for results, contributing to account plans and organizing resources to execute plans and achieve desired outcomes.
- Is a thought leader, leveraging deep domain experience and industry trends to drive business benefits.
- Is service-oriented, addressing root causes of dissatisfaction and proactively coordinating with specialists to smooth the customer journey.
- 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.
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