Customer Success Manager

2 weeks ago

Melbourne, Victoria, Australia Pegasystems Full time
About Pegasystems

Pegasystems is a leading provider of strategic business applications, empowering organisations to become more efficient, smarter, and customer-centric. Our innovative technology has been recognised by analysts such as Forrester and Gartner.

Job Description

The Customer Success Manager - Relationship Builder will be responsible for maintaining and expanding relationships with key enterprise clients, providing technical expertise where applicable. This role is based in Melbourne and requires a high level of program adoption management and leadership.

Key Responsibilities
  • Develop a trusted advisor relationship with multiple stakeholders across the customer organisation
  • Establish metrics frameworks to realise and measure business value through the use of Pega software
  • Serve as the account's advocate within Pegasystems, managing escalations quickly and effectively
  • Use discrete and aggregate measures of customer health to drive insights and identify areas of risk
  • Leverage industry and product knowledge to share insights on how customers can maximise license value
Requirements
  • 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 navigate and mediate conflict
  • Strong consulting skills and proven results working as a trusted advisor to drive business value
  • Ability to prioritise, multi-task, and perform effectively under pressure
What You'll Achieve
  • A proven track record of driving customer satisfaction and revenue growth
  • Comfortable engaging with front-line teams and C-suite leaders, employing the Challenger model to drive business insights
  • An analytics orientation, leveraging data to determine customer health and identify areas of risk
  • Drives for results, contributing to account plans and executing resources required to achieve desired outcomes
  • Is a thought leader, leveraging deep domain experience and product knowledge to home in on quantifiable benefits
What We Offer
  • A rapidly growing yet well-established business
  • The world's most innovative organisations as reference-able clients
  • Continuous learning and development opportunities
  • An innovative, inclusive, agile, flexible, and fun work environment
  • Competitive global benefits programme, including pay, bonus incentive, full medical, life, and salary insurances, and employee equity in the company

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