Summary:

PCMI is looking for a Client Delivery Lead who will be responsible for working with PCMI customers as their single point of contact for project and service delivery related items. The primary focus of the position will be to identify customer needs and expectations for product development statements of work, configuration requests and service escalations. You will be responsible for prioritizing customer requests with PCMI’s internal teams, ensuring requirements are well understood and documented and accurately communicating the status of requests to the customer. This includes working with internal teams to prioritize backlog, advocate for your customer and effectively communicate decisions on feature 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 customer business needs into product and operational requirements and provide in-depth analysis and regular reporting to their customers.

Responsibilities:

• Manage service delivery for a collection of accounts.
• Establish and build strong customer relationships with your counterpart at the customer’s organization to establish clear lines of communication and build trust.
• Develop a deep understanding of your customers use cases and configuration. Ensure a smooth transition of your customer from the implementation team to you.
• Serve as a single point of contact for customer delivery related items, managing all communications within PCMI and with the customer for the same.
• Prepare for and present delivery updates at customer 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 customer 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 customer and provide an impact analysis for including any potential impacts to customer 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 customer’s environment. Obtain customer sign-off for production release.
• Manage monthly billing process including comparing actual hours spent compared to estimated hours and SOW.
• Surface customer 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 customers. 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 customer requirements for enhancement requests in coordination with the product team and provide estimates.
• Create SOW and obtain sign-off from customer 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.

Qualifications:

• 3+ years of experience in an Account Manager or Project Delivery role at a software company
• 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 project delivery
• 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

Personal Characteristics:

• 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

Who We Are:
We’re a growing international software development company with a fast paced, entrepreneurial environment. Our 3 teams located in the US, Poland, and Thailand work 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 the automotive industry.

Our Park Ridge office is a tight-knight group of individuals who pride ourselves on treating each other like family.

PCMI’s employee benefits and perks are built around keeping you happy and healthy. We are committed to offering comprehensive packages that cover the spectrum of personal and professional needs to help our employees maintain a healthy work/life balance.

BENEFITS:

· Health and Dental insurance

· Long Term Disability insurance

· Flexible Savings Account (FSA)

· 401k with company matching

· Paid time off

· Paid holidays

· Parental Leave

· Annual Salary Review

· Certification Bonuses

PERKS:

· Lunch & Learns

· Professional Development

· Foodie Fridays

· Daily Fruit

· Frequent Outings and Celebrations

· Fun Office Contests

· Casual Attire

· Open Layout

· Opportunities for travel

· And more!

Our Park Ridge office is in walking distance from the Blue Line and located right off I-90/I-294.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off
• Parental leave

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• customer relationship management: 1 year (Required)
• software company: 1 year (Preferred)
• Microsoft SQL Server: 1 year (Required)

Work Location: One location

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