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Customer Success Manager

2 months ago

Park Ridge, Illinois, United States PCMI Corporation Full time
Customer Success Manager

PCMI Corporation is seeking a highly skilled Customer Success Manager to join our team. As a key member of our customer-facing team, you will be responsible for building and maintaining strong relationships with our clients, driving revenue growth, and ensuring customer satisfaction.

Key Responsibilities:
  • Manage a portfolio of 3-15 accounts, establishing and building strong customer relationships at multiple levels within the client organization.
  • Identify opportunities to generate revenue growth through the expansion of the customer's footprint with PCMI and successfully guide customers through the contract renewal process.
  • Drive product adoption and satisfaction, including having conversations with Presidents and C-level executives about budget expectations and processes for evaluating and pricing new product or service requests.
  • Maintain current and accurate information on account status and sales activity using Salesforce CRM.
  • Accurately forecast new bookings and manage customer expectations.
  • Ensure a smooth transition of customers from the implementation team to the customer success team.
  • Proactively monitor customer use of the PCMI platform and transactions in the context of their business objectives, performing and sharing analysis to identify opportunities to improve value for the customer.
  • Respond to high-level technical questions and requests for new features or projects.
  • Negotiate contract renewals and pricing/scope for custom project work.
  • Work individually and in collaboration with the PCMI team to resolve sources of customer dissatisfaction.
  • Surface customer needs or product suggestions and successfully communicate them to the development team.
Requirements:
  • 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 InsurTech generally a plus.
  • Strong aptitude for technical software products.
  • Knowledge of best practices in customer service and retention.
  • Interest and ability to understand customer business strategy and how the PCMI product suite helps them achieve their objectives.
  • Exceptional overall communication skills.
  • Excellent problem-solving skills.
  • 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.
What We Offer:
  • 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