Meet Our Team
As Regional Client Excellence Leader for EMEA, you will be responsible for establishing and maintaining effective client excellence frameworks across our client portfolio. This role serves as a critical bridge between clients, partners, sales teams, and dispersed support teams, ensuring seamless resolution of client health issues and consistent delivery of exceptional client experiences. You will have a unique opportunity to work hands-on with clients, partners and sales teams across the EMEA region, solving a variety of problems in real-time while helping household names understand what they need to be successful.
What You'll Do At Pega
Client Health & Governance Strategy:
Lead EMEA-wide client health monitoring and governance across the client lifecycle, facilitating Client Growth Health Reviews with Sales Leaders to ensure visibility, pipeline alignment, and timely removal of growth blockers. Evolve and maintain governance frameworks to drive consistent engagement, clear escalation, and proactive risk management Partner with sales leadership to ensure Client Success Managers focus on the right priorities. Track client health metrics, proactively mitigate risks, and keep stakeholders informed on a need‑to‑know basis.
Business Escalation Management
Define and maintain clear escalation pathways to ensure timely and effective resolution of client issues. Serve as the primary escalation point for critical EMEA client health concerns, coordinating across distributed support teams to drive resolution.
Strategic Client Engagement
Lead engagement with priority clients, providing executive sponsorship, owning senior relationships, and proactively resolving critical issues before escalation.
Tooling & Enablement Advocacy
Partner cross‑functionally to develop and maintain governance dashboards for sales and executive leadership. Champion CSM effectiveness by driving adoption of tools that enhance visibility and collaboration.
Coaching & Talent Development
Provide on‑demand coaching and mentoring to Sales Managers and Client Success Managers, supporting role clarity, development, and effective onboarding, while contributing to high‑quality hiring.
Deliverable Standardization & Best Practices
Lead development of regional success assets, balancing standardization with local flexibility, and establish consistent protocols for tracking and addressing client risks through cross‑functional governance reporting.
Who You Are
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.
Job ID: 23387
As Regional Client Excellence Leader for EMEA, you will be responsible for establishing and maintaining effective client excellence frameworks across our client portfolio. This role serves as a critical bridge between clients, partners, sales teams, and dispersed support teams, ensuring seamless resolution of client health issues and consistent delivery of exceptional client experiences. You will have a unique opportunity to work hands-on with clients, partners and sales teams across the EMEA region, solving a variety of problems in real-time while helping household names understand what they need to be successful.
What You'll Do At Pega
Client Health & Governance Strategy:
Lead EMEA-wide client health monitoring and governance across the client lifecycle, facilitating Client Growth Health Reviews with Sales Leaders to ensure visibility, pipeline alignment, and timely removal of growth blockers. Evolve and maintain governance frameworks to drive consistent engagement, clear escalation, and proactive risk management Partner with sales leadership to ensure Client Success Managers focus on the right priorities. Track client health metrics, proactively mitigate risks, and keep stakeholders informed on a need‑to‑know basis.
Business Escalation Management
Define and maintain clear escalation pathways to ensure timely and effective resolution of client issues. Serve as the primary escalation point for critical EMEA client health concerns, coordinating across distributed support teams to drive resolution.
Strategic Client Engagement
Lead engagement with priority clients, providing executive sponsorship, owning senior relationships, and proactively resolving critical issues before escalation.
Tooling & Enablement Advocacy
Partner cross‑functionally to develop and maintain governance dashboards for sales and executive leadership. Champion CSM effectiveness by driving adoption of tools that enhance visibility and collaboration.
Coaching & Talent Development
Provide on‑demand coaching and mentoring to Sales Managers and Client Success Managers, supporting role clarity, development, and effective onboarding, while contributing to high‑quality hiring.
Deliverable Standardization & Best Practices
Lead development of regional success assets, balancing standardization with local flexibility, and establish consistent protocols for tracking and addressing client risks through cross‑functional governance reporting.
Who You Are
- Proven experience in client management, governance, or escalation management roles
- Strong understanding of EMEA market dynamics and client expectations
- Demonstrated ability to navigate complex organizational structures and drive cross-functional collaboration
- Excellent problem-solving skills with a track record of resolving high-stakes client issues
- Superior communication and stakeholder management capabilities
- Experience working in fragmented or matrixed organizational environments
- Background in sales or client-facing roles within technology or enterprise software
- Experience implementing governance frameworks or process improvement initiatives
- Familiarity with CRM systems and client health monitoring tools
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.
Job ID: 23387