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Full-Time

Saas Customer Success Manager

Posted on 9/4/2024

PFM

PFM

501-1,000 employees

Financial services for asset management and advisory

Consulting
Fintech

Compensation Overview

$108.8k - $163.2kAnnually

+ Bonus

Senior, Expert

Remote in USA

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Sales
Communications
Management
Requirements
  • Bachelor's degree in a related field; MBA or advanced degree preferred.
  • Minimum of 8 years of relevant experience customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience.
  • 3 years of experience in customer success with SaaS or PaaS solutions.
  • Experience working in the life sciences industry, with preferred experience working in the R&D space for clinical drug development with pharma or biotech customers.
  • Experience working in a startup environment or in a scaling division within a larger organization.
  • Experience managing accounts and customer relationships, with successful track record of retaining and growing accounts.
  • Excellent communication skills, with the ability to present complex ideas clearly and persuasively.
  • Exceptional critical thinking and problem-solving skills, with the ability to synthesize complex information into actionable insights.
  • Demonstrated ability to communicate with both technical and non-technical stakeholders.
Responsibilities
  • Customer Onboarding: lead the onboarding process for new customers by understanding customer needs, facilitating QuartzBio product onboarding, and establishing a governance framework to manage/monitor ongoing interactions
  • Change Management: support the customer through the organizational change by ensuring effective user training and business process alignment towards user adoption
  • Relationship Management: establish and maintain strong, long-term relationships with customers
  • Product Expertise: develop a deep understanding of QuartzBio products and services, staying up to date with product enhancements and evolution within the business
  • Customer Advocacy: encourage and facilitate customer advocacy by identifying success stories, case studies, and references that can be shared within the community
  • Account Growth: identify opportunities for upselling and cross-selling QuartzBio products, and work with the sales team to maximize account growth and revenue
  • Issue Resolution: address and resolve customer concerns and issues in a timely and effective manner, collaborating with internal teams to ensure customer satisfaction
  • Customer Feedback: gather and relay customer feedback to the product development team for continuous product improvement
  • Renewals and Retention: proactively manage client renewals and ensure high retention rates, working to prevent customer churn including awareness of how to navigate champions, influencers, blockers, decision makers and buyers.
  • Metrics and Reporting: monitor customer success metrics and KPIs, including usage statistics and user engagement and report on progress via business reviews and governance meetings

PFM provides a variety of financial services, focusing on asset management, financial advisory, and consulting. The firm helps clients, including governments, educational institutions, and non-profits, plan for their financial futures through services like investment advice and retirement planning. PFM tailors its solutions to meet the specific needs of its clients, which allows them to effectively manage assets and navigate complex financial situations. Unlike many competitors, PFM has a strong emphasis on public finance and offers specialized teams for areas such as transportation finance and economic consulting. The company's goal is to deliver customized financial strategies that address the unique challenges faced by their diverse clientele, while also providing ESG solutions for sustainable investments.

Company Stage

Grant

Total Funding

N/A

Headquarters

Philadelphia, Pennsylvania

Founded

1975

Growth & Insights
Headcount

6 month growth

-2%

1 year growth

-2%

2 year growth

-2%
Simplify Jobs

Simplify's Take

What believers are saying

  • PFM's national recognition and expertise in public finance make it a trusted partner for clients seeking specialized financial advice.
  • The recent acquisition by U.S. Bancorp Asset Management could provide additional resources and growth opportunities for PFM.
  • Partnerships like the one with Sodaclick for AI-powered ordering systems demonstrate PFM's commitment to innovation and expanding its service offerings.

What critics are saying

  • The integration with U.S. Bancorp Asset Management may pose challenges in aligning corporate cultures and operational processes.
  • The competitive landscape in financial services requires PFM to continuously innovate to maintain its market position.

What makes PFM unique

  • PFM's specialization in public finance sets it apart from competitors who may not have the same depth of expertise in this sector.
  • The company's comprehensive service offerings, including ESG solutions and specialized transportation finance, provide a unique value proposition.
  • PFM's client-focused approach and tailored financial solutions ensure that they meet the specific needs of diverse clients, from local governments to non-profits.