Client Success Manager

Meet Our Team Pega provides transformative technology to the world's leading financial services organizations. As recognized by analysts such as Forrester and Gartner for our leadership in strategic business applications, we empower financial institutions to reimagine their operations and become more efficient, agile, and customer-centric. Our Client Success team plays a pivotal role in our growth trajectory, partnering with internal and external stakeholders to drive measurable success for financial institutions navigating complex regulatory environments and digital transformation initiatives. Picture Yourself At Pega The Customer Success Manager drives and expands relationships while providing technical expertise within a portfolio of high-value financial services accounts that are strategically important to Pega. This role requires expertise in reference engagement, revenue optimization, and exceptional program adoption management tailored to the unique challenges of banking, insurance, and financial markets. What You'll Do At Pega

• Cultivate trusted advisor relationships with multiple stakeholders across our largest and most complex customers in the financial services world. You’ll be key in expanding engagement throughout the customer organization
• Establish comprehensive metrics frameworks to measure business value through Pega software implementation, co-create strategic roadmaps for financial services transformation, and champion best practices through enablement and governance
• Advocate for accounts within Pega, managing US based financial services-specific escalations effectively and coordinating cross-functionally to deliver exceptional outcomes
• Analyze customer health metrics to generate insights, identify regulatory and operational risks, and implement proactive measures tailored to financial institutions
• Apply industry-specific knowledge to provide insights on how financial services clients can leverage Pega solutions to maximize regulatory compliance, customer experience, and operational efficiency
• Collaborate with sales and services to secure renewals and identify expansion opportunities within complex financial organizations

Who You Are

• BA/BS Degree or equivalent business experience, financial services domain knowledge highly valued
• 5+ years relevant work experience, 2+ years in client success or account management role, preferably with financial services clients. Your client portfolio would large US based financial services clients
• Executive-level communication and interpersonal skills with the ability to effectively navigate complex stakeholder environments and foster productive dialogue
• Exceptional consulting capabilities with demonstrated results as a trusted advisor driving business value for financial institutions
• Ability to prioritize competing demands, multi-task effectively, and perform at peak levels under pressure
• Strong knowledge of financial services business processes, regulatory requirements, and automation opportunities specific to banking, insurance, and capital markets

What You've Accomplished

• Proven track record driving customer satisfaction and revenue growth by leveraging data and relationships to help financial services organizations achieve strategic business objectives throughout the customer lifecycle
• Successfully engaged with front-line teams and C-suite leaders in financial institutions, employing the Challenger model to drive business insights and transformation initiatives
• Demonstrated analytics orientation with experience analyzing available data to assess customer health and identify new metrics - driving proactive outreach that increases satisfaction and reduces risks in financial services implementations
• Results-driven approach to contributing to account plans and orchestrating resources to execute strategic initiatives and achieve measurable outcomes in highly regulated environments
• Thought leadership that leverages deep domain expertise in financial services, product knowledge, and industry trends to identify quantifiable benefits and ensure their realization
• Service excellence as the primary point of contact for financial services clients, addressing root causes of challenges and coordinating proactively with specialists to optimize the customer journey

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

Job ID: 21828