Pegasystems
Client Success Manager - State & Local Government (West)
Pegasystems, California, Missouri, United States, 65018
Client Success Manager - State & Local Government (West)
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 an integral part of our rapid growth trajectory, as you will partner with internal and external stakeholders to drive our client’s success.
Picture Yourself at Pega
The Customer 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
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 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 Collaborate with sales and services to ensure renewals and identify expansion opportunities Who You Are
BA/BS Degree or equivalent business experience 5+ years relevant work experience, 2+ 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 expands 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 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 Pegasystems Inc. is subject to certain nondiscrimination and affirmative action record keeping and reporting requirements which require Pegasystems Inc. to invite employees and applicants to voluntarily self-identify their gender identity, race/ethnicity, disability status, and veteran status. Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable federal laws, executive orders, and regulations, including those which require the information to be summarized and reported to the Federal Government of civil rights enforcement purposes. Apply Now
Already have an account? Log in. First Name Last Name Phone Email City Country of Residence Postal code How did you learn about Pega? Invitation to Self-Identify Pegasystems Inc. is subject to certain nondiscrimination and affirmative action record keeping and reporting requirements which require Pegasystems Inc. to invite employees and applicants to voluntarily self-identify their gender identity, race/ethnicity, disability status, and veteran status. Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable federal laws, executive orders, and regulations. Gender Race and Ethnicity Please select the ethnicity or race you most closely identify with: Hispanic or Latino
- A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race White (Not Hispanic or Latino)
- A person having origins in any of the original peoples of Europe, the Middle East or North Africa Black or African American (Not Hispanic or Latino)
- A person having origins in any of the black racial groups of Africa Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino)
- A person having origins in any of the peoples of Hawaii, Guam, Samoa or other Pacific Islands Asian (Not Hispanic or Latino)
- A person having origins in any of the original peoples of the Far East, Southeast Asia or the Indian Subcontinent American Indian or Alaska Native (Not Hispanic or Latino)
- A person having origins in any of the original peoples of North and South America Two or More Races (Not Hispanic or Latino)
- All persons who identify with more than one of the above five races I do not wish to disclose
- If you choose not to disclose your race/ethnicity, your employer is still required to include such information about you in the EEO-1 Report Disability Form CC-305, OMB Control Number 1250-0005, Expires 4/30/2026 Why are you being asked to complete this form? We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. How do you know if you have a disability? A disability is a condition that substantially limits one or more of your major life activities. If you have or have had such a condition, you are a person with a disability. Disabilities include, but are not limited to: Alcohol or other substance use disorder Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS Blind or low vision Cancer (past or present) Cardiovascular or heart disease Celiac disease Cerebral palsy Deaf or serious difficulty hearing Diabetes Disfigurement Epilepsy or other seizure disorder Gastrointestinal disorders Disease, irritable bowel syndrome Intellectual or developmental disability Mental health conditions Missing limbs or partially missing limbs Mobility impairment Nervous system condition Neurodivergence Partial or complete paralysis Pulmonary or respiratory conditions Short stature Traumatic brain injury PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete. Why Are You Being Asked to Complete This Form? This employer is a Government contractor subject to the Vietnam Era Veterans' Readjustment Assistance Act of 1974, as amended by the Jobs for Veterans Act of 2002, 38 U.S.C. 4212 (VEVRAA). VEVRAA requires Government contractors to take affirmative action to employ and advance in employment protected veterans. To help us measure the effectiveness of our outreach and recruitment efforts of veterans, we are asking you to tell us if you are a veteran covered by VEVRAA. Completing this form is completely voluntary, but we hope you fill it out. Any answer you give will be kept private and will not be used against you in any way. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor\u2019s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp How Do You Know if You Are a Veteran Protected by VEVRAA? Contrary to the name, VEVRAA does not just cover Vietnam Era veterans. It covers several categories of veterans from World War II, the Korean conflict, the Vietnam era, and the Persian Gulf War which is defined as occurring from August 2, 1990 to the present. What Categories of Veterans Are “Protected” by VEVRAA? “Protected” veterans include the categories: disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, Armed Forces service medal veterans A disabled veteran is one of: a veteran entitled to compensation under laws administered by the Secretary of Veterans Affairs; or discharged due to a service-connected disability A recently separated veteran means any veteran during the three-year period beginning on discharge An active duty wartime or campaign badge veteran means service during a war or campaign An Armed Forces service medal veteran means service in a military operation with an Armed Forces service medal Apply Now
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The Customer 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
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 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 Collaborate with sales and services to ensure renewals and identify expansion opportunities Who You Are
BA/BS Degree or equivalent business experience 5+ years relevant work experience, 2+ 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 expands 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 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 Pegasystems Inc. is subject to certain nondiscrimination and affirmative action record keeping and reporting requirements which require Pegasystems Inc. to invite employees and applicants to voluntarily self-identify their gender identity, race/ethnicity, disability status, and veteran status. Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable federal laws, executive orders, and regulations, including those which require the information to be summarized and reported to the Federal Government of civil rights enforcement purposes. Apply Now
Already have an account? Log in. First Name Last Name Phone Email City Country of Residence Postal code How did you learn about Pega? Invitation to Self-Identify Pegasystems Inc. is subject to certain nondiscrimination and affirmative action record keeping and reporting requirements which require Pegasystems Inc. to invite employees and applicants to voluntarily self-identify their gender identity, race/ethnicity, disability status, and veteran status. Submission of this information is voluntary and refusal to provide it will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable federal laws, executive orders, and regulations. Gender Race and Ethnicity Please select the ethnicity or race you most closely identify with: Hispanic or Latino
- A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race White (Not Hispanic or Latino)
- A person having origins in any of the original peoples of Europe, the Middle East or North Africa Black or African American (Not Hispanic or Latino)
- A person having origins in any of the black racial groups of Africa Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino)
- A person having origins in any of the peoples of Hawaii, Guam, Samoa or other Pacific Islands Asian (Not Hispanic or Latino)
- A person having origins in any of the original peoples of the Far East, Southeast Asia or the Indian Subcontinent American Indian or Alaska Native (Not Hispanic or Latino)
- A person having origins in any of the original peoples of North and South America Two or More Races (Not Hispanic or Latino)
- All persons who identify with more than one of the above five races I do not wish to disclose
- If you choose not to disclose your race/ethnicity, your employer is still required to include such information about you in the EEO-1 Report Disability Form CC-305, OMB Control Number 1250-0005, Expires 4/30/2026 Why are you being asked to complete this form? We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. How do you know if you have a disability? A disability is a condition that substantially limits one or more of your major life activities. If you have or have had such a condition, you are a person with a disability. Disabilities include, but are not limited to: Alcohol or other substance use disorder Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS Blind or low vision Cancer (past or present) Cardiovascular or heart disease Celiac disease Cerebral palsy Deaf or serious difficulty hearing Diabetes Disfigurement Epilepsy or other seizure disorder Gastrointestinal disorders Disease, irritable bowel syndrome Intellectual or developmental disability Mental health conditions Missing limbs or partially missing limbs Mobility impairment Nervous system condition Neurodivergence Partial or complete paralysis Pulmonary or respiratory conditions Short stature Traumatic brain injury PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete. Why Are You Being Asked to Complete This Form? This employer is a Government contractor subject to the Vietnam Era Veterans' Readjustment Assistance Act of 1974, as amended by the Jobs for Veterans Act of 2002, 38 U.S.C. 4212 (VEVRAA). VEVRAA requires Government contractors to take affirmative action to employ and advance in employment protected veterans. To help us measure the effectiveness of our outreach and recruitment efforts of veterans, we are asking you to tell us if you are a veteran covered by VEVRAA. Completing this form is completely voluntary, but we hope you fill it out. Any answer you give will be kept private and will not be used against you in any way. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor\u2019s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp How Do You Know if You Are a Veteran Protected by VEVRAA? Contrary to the name, VEVRAA does not just cover Vietnam Era veterans. It covers several categories of veterans from World War II, the Korean conflict, the Vietnam era, and the Persian Gulf War which is defined as occurring from August 2, 1990 to the present. What Categories of Veterans Are “Protected” by VEVRAA? “Protected” veterans include the categories: disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, Armed Forces service medal veterans A disabled veteran is one of: a veteran entitled to compensation under laws administered by the Secretary of Veterans Affairs; or discharged due to a service-connected disability A recently separated veteran means any veteran during the three-year period beginning on discharge An active duty wartime or campaign badge veteran means service during a war or campaign An Armed Forces service medal veteran means service in a military operation with an Armed Forces service medal Apply Now
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