Full-Time

Saas Customer Success Manager

Posted on 11/15/2024

PFM

PFM

501-1,000 employees

Financial services for asset management and advisory

Consulting
Financial Services

Compensation Overview

$108.8k - $163.2kAnnually

+ Bonus

Senior

Remote in USA

Category
Customer Success & Support
Customer Success Management
Sales & Account 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 offers financial services including asset management, financial advisory, and consulting, primarily for public sector clients like governments and educational institutions. Their services help clients with investment advice, financial planning, and retirement planning, tailored to meet specific needs. PFM stands out from competitors with its deep expertise in public finance and a client-focused approach, providing specialized teams for areas like transportation finance and economic consulting. The company's goal is to be a trusted partner in helping clients navigate complex financial landscapes and achieve their financial objectives.

Company Stage

Acquired

Total Funding

N/A

Headquarters

Philadelphia, Pennsylvania

Founded

1975

Simplify Jobs

Simplify's Take

What believers are saying

  • Growing demand for ESG solutions boosts PFM's sustainable investment offerings.
  • Public-private partnerships create new opportunities for PFM's transportation finance team.
  • Digital advisory platforms expand PFM's reach and complement traditional services.

What critics are saying

  • AI-driven advisory services threaten PFM's traditional business model.
  • U.S. Bancorp's acquisition may affect PFM's operational independence and client trust.
  • Failure to meet ESG standards could harm PFM's reputation in sustainable investing.

What makes PFM unique

  • PFM specializes in public finance, serving diverse clients like governments and nonprofits.
  • PFM offers tailored financial solutions, including ESG and transportation finance expertise.
  • PFM's client-focused approach ensures customized financial strategies for unique client needs.

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Benefits

Health Insurance

Life Insurance

Disability Insurance

Parental Leave

Paid Vacation

Paid Sick Leave

Performance Bonus

INACTIVE