Meet Our Team :
Be part of a rapidly growing and dynamic client success organization and help shape the future of our company. As a Portfolio Success Manager, you will be a key point of contact and trusted advisor for our clients in helping them to realize their dream of digital transformation.
Picture Yourself at Pega :
A Portfolio 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.
You will be managing a diverse account base focused on 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 client organization
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 client
Use discrete and aggregate measures of client health to drive insights, to identify and mitigate areas of risk, and to take proactive action
Engage as a Pega thought leader during the execution of strategic programs to encourage the client and partner to embrace the Pega delivery best practices
Leverage proven techniques to assess the value clients have achieved through the use of Pega technology and then turn those insights in to recommendations to enhance value realization
Leverage industry and product knowledge to share insights about how client can maximize license to drive business benefits.
Who You Are :
As a client satisfaction and revenue driver, the Senior Portfolio Success Manager leverages data and relationships to help Pega clients achieve their business objectives after the initial sale and continuing through the client 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 client’s environment to achieve faster time to value.
Has an analytics orientation. Client Success requires analysis of available data to determine client health and identification of new data - to drive proactive outreach, which in turn increases client 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 client’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 client. They address root causes of dissatisfaction, and proactively coordinate with specialists in Pega to smooth the client journey and help ensure that Pega’s applications are best in class.
What You've Accomplished :
BA / BS Degree or equivalent business experience
3-5 years experience in Client Succes or Delivery role and experience in Consulting or consultative sales strongly preferred
Technical aptitude, either gained from a formal computer science education, or alternative practical experience
Proficiency-level understanding of systems development lifecycle, including agile methods
Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue
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 software business processes (Sales, Marketing, Service, Support), business applications and automation
Additional Preferred Qualifications (based on account portfolio) :
Experience implementing complex solutions or other complex IT projects within large enterprises
Skilled at Program Management within large organizations, helping to effectively drive change across groups by engaging key stakeholders
Proven effectiveness at leading and facilitating executive meetings and workshops
Experience with account portfolio planning and prioritization
Familiarity with Cloud Computing technologies, concepts and benefits
Pega Offers You :
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
A career in the rapidly growing profession of Customer / Client Success in the Software as a service industry.