Customer Success Manager

Essential Duties and Responsibilities

• Create, refine, and implement customer engagement strategies to support onboarding and continued use of the pci|bridge platform among PCI's customer base.
• Meet regularly with customers and/or project management either in person or virtually to conduct demos, workshops, or other pci|bridge training.
• Establish relationships with existing customer contacts for training and support.
• Drive efforts throughout the year to highlight new features and capabilities to customer and internal users.
• Develop a strong understanding of PCI's business and the common activities that occur B2B so that the value of pci|bridge can be explained and deployed with context.
• Participate in new feature demos from the development team to maintain currency with understanding of the platform and new features.
• Responsible for the growth of user utilization metrics, new project onboarding in conjunction with sales and project management.
• Partner with the pci|bridge product and marketing teams to identify messaging opportunities and potential feature or training development needs.
• Execute demos for sales with new prospective clients.
• Participate in regular steering committee meetings to report out on user enablement progress to management and team members.
• Partner with project management to understand the needs of PCI customers and internal users throughout engagement activities.
• This position may require overtime and/or weekend work.
• This position may require some travel to customer and/or other PCI sites.
• Knowledge of and adherence to all PCI, cGMP, and GCP policies, procedures, rules.
• Attendance to work is an essential function of this position.
• Performs other duties as assigned by Manager/Supervisor.

Required

• Associate's Degree in a related field and/or 1-3 years related experience and/or training.
• College Level Mathematical Skills
• Intermediate Computer Skills: Ability to perform more complex computer tasks and has knowledge of various computer programs.
• Full Professional Proficiency: Ability to speak, read, and write fluently and accurately on all levels pertinent to professional needs.
• Very High Reasoning: Ability to define problems, collect data, establish facts, and draw valid conclusions. Be able to interpret an extensive variety of technical instructions in math or diagram form and deal with several abstract/concrete variables.

Preferred

• Ability to work independently and/or as part of a team.
• Ability to display original thinking and creativity.
• Ability to display excellent time management skills.
• Ability to demonstrate attention to detail.
• Ability to effectively present information to various groups of people.
• Ability to maintain a positive attitude and relationships.