Client Delivery Lead

Job Summary

The Client Delivery Lead will be responsible for working with PCMI clients as their single point of contact for project and service delivery related items. This includes working with internal teams and advocating for your client, while maintaining effective communication throughout.

Essential Functions

• Manage service delivery for a collection of accounts.
• Establish and build strong client relationships with your counterpart at the client’s organization to establish clear lines of communication and build trust.
• Develop a deep understanding of your clients use cases and configuration. Ensure a smooth transition of your client from the implementation team to you.
• Serve as a single point of contact for Client Delivery related items, managing all communications within PCMI and with the client for the same.
• Prepare for and present delivery updates at client meetings and open item reviews at internal meetings. Clearly and tactfully articulate problems, resolutions, and provide recommendations in an understandable manner to both technical and non-technical audiences via audio and video calls and in person.
• Manage client expectations for project and service delivery and deliver on them.
• Respond to high level technical questions, support escalations, and requests for new features or projects.
• Review release notes with client and provide an impact analysis for including any potential impacts to client workflows, integrations, or reports.
• Coordinate and provide support for User Acceptance Testing. Review defects and develop resolution plan.
• Coordinate the scheduling of production releases to client’s environment. Obtain client sign-off for production release.
• Manage monthly billing process including comparing actual hours spent compared to estimated hours and SOW.
• Surface client business needs or product suggestions and successfully communicate them to the product team.
• Describe and suggest new features or functionality that would provide value to your clients. Close expansion opportunities independently or in collaboration with Sales.
• Collaborate with the Customer Success Manager for your accounts to contribute accurate and timely information to account plans.
• Review client requirements for enhancement requests in coordination with the product team and provide estimates.
• Create SOW and obtain sign-off from client and PCMI. Communicate relevant information to Sales and Finance for proper billing and forecasting.
• Create a requirements document for low complexity requests to be used by PCMI Developers.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Supervisory Responsibilities

• None.

Education and Experience

• Bachelor’s degree in business or related field required.
• 3+ years of experience in an Account Manager, Project Delivery, or Customer Success type role in a Software as a Service (SaaS) related industry.
• Ability to communicate with C-Level executives in a professional manner.
• Experience supporting external clients and cross-collaboration teamwork.
• F&I Admin, Service Contracts or Extended Warranty experience or InsureTec generally a plus.
• Strong aptitude for technical software products.
• Knowledge of best practices in customer service and project delivery.
• Experience with Jira is a plus.

Required Skills/Abilities

• Interest and ability to understand your customer’s business and use cases and how the PCMI product suite helps them to achieve their objectives.
• Exceptional overall communication skills.
• Excellent problem-solving skills.

• Relentlessly focused on your customers.
• Results oriented.
• Thrives operating in a fast-paced environment with a sense of urgency.
• Demonstrates a positive, winning attitude.
• Works collaboratively with fellow team members.
• Lives and works honestly and with integrity.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Travel Requirements

• Must be able to travel up to 10% per year.

Work Environment

• Must be able to commute to the Park Ridge, IL office two days per week.