Portfolio Success Manager

Meet Our Team:

Be part of a 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 for our clients in helping them achieve success with Pega solutions.

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. These accounts will also require a high level of vertical expertise as well as ongoing program adoption management and leadership. 

What You'll Do at Pega:

• Manage a portfolio of medium and low complexity accounts, ensuring client satisfaction and success in the utilization of products or services.
• Establish positive relationships with clients by understanding their needs and objectives, serving as their primary point of contact post-sale.
• Develop and implement customized success plans for each client, aligning the company's solutions with their business goals.
• Monitor and analyze account health using discrete and aggregate measures, providing periodic reports to clients and identifying areas requiring proactive action.
• Identify upsell and cross-sell opportunities within the customer base and coordinate with internal account team resources.
• Collaborate with sales, marketing, support, and product teams to ensure effective communication and resolve client issues.
• Educate client teams about best practices and enablement tools that will allow them to maximize the usage of offered solutions.
• Leverage industry and product knowledge to provide insights about how clients can optimize their use of Pega technology to drive business benefits.

Who You Are:

As a client satisfaction and revenue driver, the 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:

• Previous experience in customer service, technical support, or a related account management role.
• Effective communication and problem-solving skills, with the ability to engage professionally with client stakeholders.
• Familiarity with CRM tools and account management software.
• Basic understanding of software business processes (Sales, Marketing, Service, Support) and business applications.
• Ability to work independently and in a team environment.
• Focus on results and client satisfaction.
• Basic understanding of systems development lifecycle, including agile methods.

Additional Preferred Qualifications:

• Basic knowledge of Pega product and platform features.
• Experience with customer relationship management (CRM) solutions.
• Familiarity with Cloud Computing 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.

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