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
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.
In this role, you will:
- 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.
What You’ll Need to Join Our Team
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.
Skills
- Excellent verbal and written communication skills.
- Excellent interpersonal 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 prioritize tasks and to delegate them when appropriate.
- 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
