Client Success Manager - State & Local Government; West Remote

Client Success Manager – State & Local Government (West)

Job Category:
Client Success

Location:

US – California – Remote

Proximity requirement:
Sacramento, CA area.

Pega provides innovative technology to the world's most innovative organizations. As the recognized industry leader in strategic business applications—according to analysts such as Forrester and Gartner—Pega challenges companies to rethink the way they do business and empowers them to become more efficient, smarter, and customer‑centric. The Client Success team is an integral part of our rapid growth trajectory, partnering with internal and external stakeholders to drive our clients' success.

The Client Success Manager is responsible for maintaining and expanding relationships and industry expertise within a set of defined accounts that are of critical importance to Pega based on reference engagement and ongoing revenue streams. These accounts will require a high level of program adoption management and leadership.

• 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 the use of Pega software, co‑produce a strategic roadmap for transformation, and encourage adoption of best practices 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, identify and mitigate areas of risk, and take proactive action.
• Leverage industry and product knowledge to share insights on how customers can maximize license to drive business benefits.
• Collaborate with sales and services to ensure renewals and identify expansion opportunities.

• 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 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 (Sales, Marketing, Service, Support), business applications, and automation.
• Experience understanding and navigating Public Sector/Government agencies to drive client success.

• A proven customer satisfaction and revenue driver. The Client Success Manager leverages data and relationships to help customers achieve their business objectives throughout the customer lifecycle.
• Comfortably engages with front‑line teams and C‑suite leaders, challenging the status quo to drive business insights and value realization. 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; uses data to determine customer health and identify new data to drive proactive outreach, increasing customer satisfaction and lowering sales and delivery risks.
• Drives for results, contributing to account plans, organizing resources required to execute plans, and achieving desired outcomes. They measure progress against KPIs, successfully balancing the customer's needs and value to Pega.
• Is a thought leader, leveraging deep domain experience, product knowledge, and industry trends to focus intently on realizing quantifiable benefits.
• Is service‑oriented, serving as the primary post‑sale point of contact, addressing root causes of dissatisfaction, and proactively coordinating with specialists to ensure 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 and bonus incentive.
• Employee equity in the company.
• Salaries for California‑based roles range from $159,500 to $211,300. The actual compensation depends on location, level, and experience.

It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law.

Pega will consider qualified applicants with criminal histories in a manner consistent with the City of Los Angeles Fair Chance Initiative for Hiring Ordinance.