Customer Success and Portfolio Manager

5 days ago

Portland, United States Performance Systems Integration LLC Full time
About the Role

We are seeking an experienced Customer Success and Portfolio Manager to join our team at Performance Systems Integration LLC. This is a dynamic role that requires strong communication skills, attention to detail, and the ability to work independently and as part of a team.

Responsibilities

The successful candidate will be responsible for:

  • Reporting Management
    • Submit inspection and repair reports to the appropriate authorities, ensuring timely and accurate submission.
    • Maintain a list of contacts and reporting requirements for all relevant authorities.
    • Contact new authorities to gather contact information and reporting requirements as the company expands its services.
    • Communicate with Operations leadership to ensure Inspection Technicians submit accurate and timely reports.
    • Create and update accounts, contacts, and buildings in the Building Reports platform.
    • Coordinate with HR, Operations Management, and the Director of Training to ensure technician certifications are up to date in compliance systems.
    • Assist customers in navigating inspection reports on the BuildingReports or ServiceTrade platforms.
    • Run comparison generators to account for additions and subtractions to devices tested under regulatory requirements.
    • Convert inspection reports into the appropriate reporting structure.
    • Create and distribute required inspection binders on time, meeting accreditation standards.
    • Work with sales and inspection staff to ensure required healthcare inspection reports are completed and reported within proper cycles.
  • Sales Booking Intake
    • Enter all new and renewed inspection agreements into Salesforce, ServiceTrade, and Sage to ensure accurate and complete data across the tech stack.
    • Identify and resolve gaps in sales-provided setup information.
    • Determine the appropriate account setup structure for new customer system setups.
    • Set up new account information within the identified structure, including service agreements, schedules, pricing structure, and locations.
    • Review, maintain, and update existing customer account information as needed.
    • Communicate changes to customer setup and/or terms, conditions, pricing, and locations.
    • Welcome customers to PSI within 48 hours of receiving a complete turnover package from sales.
    • Attend customer kickoff or onboarding calls as appropriate.
    • Assist internal departments with updating, canceling, and changing account information and pricing across the stack.
    • Document customer billing requirements in the system and communicate them to internal teams (coordination, operations, revenue operations, service estimators).
    • Review and audit existing customer changes and process issues.
    • Create billing instructions for new customers.
    • Minimize or eliminate data errors for customer contacts and billing information.
  • Customer Portfolio & Inbound Support Management
    • Be assigned a region and customer portfolio and take ownership of customer feedback and support requests that do not currently have an owner.
    • Manage inbound customer needs, ensuring that requests requiring a response are handled efficiently, even when they don't align with existing department support structures.
    • Engage the appropriate team members within the organization to resolve the customer's request and communicate back to the customer in a timely manner.
    • Act as a project manager for inbound customer support, ensuring that all actions required to meet the customer's needs are completed.
    • Build and maintain strong relationships with assigned customers, ensuring proactive follow-ups and support.
    • Be accountable for the retention of customers within your portfolio, acting as their advocate within the organization to ensure their ongoing satisfaction.

About You

We are looking for a highly motivated and organized individual who possesses excellent communication skills and can work effectively in a fast-paced environment. The ideal candidate will have experience in office administration, preferably in the fire life safety industry.

Key qualifications include:

  • Experience: One or more years of office administration experience. Administrative experience in the fire life safety industry is a plus.
  • Skills:
    • Excellent verbal and written communication skills with a customer service mindset.
    • Proven ability to work with ERP software for creating work orders, invoices, or reports.
    • Proficiency in Office 365, including Word, Excel, Outlook, OneDrive, and OneNote (SharePoint experience is a plus).
    • Ability to multi-task, problem-solve, and adapt to change in a fast-paced environment.
    • Strong ability to work independently and as part of a team.
    • Demonstrated problem-solving skills with a high level of interpersonal savvy and approachability.

What We Offer

As a valued member of our team, you will have the opportunity to work with a dynamic and growing company, with a competitive salary range of $45,000 - $60,000 per year depending on experience, plus benefits. If you are a motivated and organized individual who is passionate about delivering exceptional customer experiences, please apply today

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