Customer Success Manager

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 contract renewal 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:

Manage a collection of 3-15 accounts (depending on size).

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.

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.

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 successfully communicate them to the development team.

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.

Must be willing to travel between 10-35% of the time per month.

What You’ll Need to Join Our Team

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 generally a plus

Strong aptitude for technical software products

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.

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.

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

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