Client Governance Director, EMEA
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:
- 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
Preferred Qualifications:
- 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
Pega Offers You:
Gartner Analyst acclaimed technology leadership across our categories of products. Continuous learning and development opportunitiesAn innovative, inclusive, agile, flexible, and fun work environment. Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company
AI in Action – Pega embraces the power of artificial intelligence. We encourage all employees to actively engage with AI technologies and continually explore ways to responsibly integrate AI into our products and processes. We may support parts of our recruitment process with automatic processing and, if required by law, you may in such cases have the right to request human intervention, challenge the outcome of such processing and comment on it.
Culture – At Pegasystems, we foster an environment where people feel valued and empowered to contribute their best. With global clients across industries and regions, we know our success depends on the unique perspectives, experiences, and talents of our people. Ours is a workplace where everyone can grow, collaborate, and deliver meaningful outcomes.
We encourage candidates from all backgrounds and experiences and focus on the core competencies and mindset needed to thrive in a role.
As an Equal Opportunity employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.
Export Compliance – For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals.
Accommodations – If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us here or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.
Labor Condition Applications
GDPR Candidate Privacy Notice
Pegasystems Limited UK Gender Pay Gap Statement
EEO/AA Policy Statement
Your Employee Rights Under the Family and Medical Leave Act
E-Verify Notice
Employee Polygraph Protection Act Rights
Apply Now
Already have an account? Log in.