Customer Success Manager - Park Ridge, United States - PCMI Corporation

Description

Job Description

Job Description

Who We Are

PCMI (Policy Claim Management International) is a fast-growing, leading provider of integrated software for Extended Warranty Management and Finance and Insurance (F&I) administration.

We are a SaaS company that operates in a fast paced, entrepreneurial environment.

Our 3 teams located in the US, Poland, and Thailand work collaboratively around the clock to build our PCRS platform that automates the full administration lifecycle of all extended warranties, F&I products, and service contracts for our customers.

What You'll Do

PCMI is looking for a Customer Success Manager who will be responsible for working with PCMI clients and internal teams to build strong and lasting customer relationships.

The primary focus of the position will be the identification of opportunities to generate revenue growth through the expansion of the customer's footprint with PCMI and successfully guide customers through the sales and implementation process.

In addition, you will be responsible for and drive product adoption and satisfaction.

This includes having conversations with Presidents and C-level executives about budget expectations and processes for evaluating and pricing new product or service requests.

The ideal candidate must be a leader, excelling in communication (both oral and written), ownership, and customer focus.

They must be able to understand and translate client business needs into product and operational requirements and provide in-depth analysis and regular reporting to their customers.

In this role, you will:

Establish and build strong customer relationships at multiple levels in your customer's organization to drive revenue growth, retention, customer satisfaction, loyalty, and trust.

Maintain current and accurate information on account status and sales activity using Salesforce CRM. Develop sales materials.
Manage a collection of 3-15 accounts (depending on size).
Accurately forecast new bookings.
Manage customer expectations and deliver on them.
Ensure a smooth transition of your customer from the implementation team to the customer success team.
Proactively monitor your customer's use of the PCMI platform and their transactions in the context of their business objectives.

Perform and share analysis to identify opportunities to improve value for the customer through expanded product adoption or additional use cases.

Train end users and implementation teams.
Respond to high level technical questions, and requests for new features or projects. Act as technical point of contact for implementation teams.
Provide go-live planning and support.
Work individually and in collaboration with the PCMI team to resolve sources of customer dissatisfaction.
Surface customer needs or product suggestions successfully communicate them to the development team. Test and support roll out of new features.

Clearly and tactfully articulate problems, resolutions, and provide recommendations in an understandable manner to both technical and non-technical audiences via conference calls, WebEx, and in person.

What You'll Need to Join Our Team
Experience
Bachelor's degree in Business Administration or related field or equivalent work experience.

3+ years of experience in a Customer Success Manager or Account Manager role at a software company serving mid-market to enterprise level accounts.

F&I Admin, Service Contracts or Extended Warranty experience or InsurTec, preferred.
Knowledge of best practices in customer service and retention.

Interest and ability to understand your customer's business strategy and how the PCMI product suite helps them to achieve their objectives.

Skills
Excellent verbal and written communication skills.
Excellent sales and customer service skills.
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines.
Strong analytical and problem-solving skills.
Ability to function well in a high-paced and at times stressful environment.
Proficient with Microsoft Office Suite or related software.

Why Work For Us
Competitive Compensation
Health, Dental & Vision Insurance
Short & Long Term Disability Insurance
Flexible Spending Account (FSA)
Voluntary Life Insurance
401k with Company Match
Paid Time Off
10 Paid Holidays
Paid Parental Leave
Commuter Benefits
Annual Bonus Program
Professional Development Opportunities & Certification Bonuses
Employee Events
Office in Park Ridge, IL - Convenient location to Blue Line

Must be willing to travel up to 25%

Note:
It is preferred for this role to be in the Park Ridge, IL office 2 days per week.

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