Strategic Client Liaison

4 weeks ago

Melbourne, Victoria, Australia Pegasystems Full time

Meet Our Team:

Pegasystems is at the forefront of delivering innovative technology solutions to the world's most innovative organizations. As a recognized industry leader in strategic business applications, we empower our clients to become more efficient, smarter, and customer-centric.

About the Role:

The Customer Success Manager plays a critical role in our rapid growth trajectory, partnering with internal and external stakeholders to drive client success. This Melbourne-based role is focused on maintaining and expanding relationships with our key enterprise clients.

Key Responsibilities:

  • Develop a trusted advisor relationship with multiple stakeholders across the client organization to expand engagement and drive business value.
  • Establish a metrics framework to measure business value and create a strategic roadmap for transformation, encouraging adoption of best practices through enablement and governance.
  • Serve as the client's advocate within Pegasystems, managing escalations and coordinating with other organizations to take action on their behalf.
  • Use customer health metrics to drive insights, identify and mitigate areas of risk, and take proactive action.
  • Leverage industry and product knowledge to share insights on how clients can maximize license to drive business benefits.
  • Collaborate with sales and services to ensure renewals and identify expansion opportunities.

Requirements:

  • 5+ years of relevant work experience, with 2+ years in a client success or account management role.
  • Executive-level communication and interpersonal skills, with the ability to navigate conflict and foster honest dialogue.
  • 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, business applications, and automation.

About You:

  • A proven customer satisfaction and revenue driver, leveraging data and relationships to help clients achieve their business objectives.
  • Comfortable engaging with front-line teams and C-suite leaders, employing the Challenger model to drive business insights.
  • Analytics-oriented, with a focus on customer health and identification of new data to drive proactive outreach.
  • Results-driven, contributing to account plans and organizing resources to execute plans and achieve desired outcomes.
  • Thought leader, leveraging deep domain experience, product knowledge, and industry trends to drive quantifiable benefits.
  • Service-oriented, addressing root causes of dissatisfaction and coordinating with specialists to smooth the client journey.

Pegasystems Offers:

  • A rapidly growing yet well-established business.
  • The world's most innovative organizations as referenceable 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, including pay, bonus incentive, and employee equity in the company.

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