Service Success Manager - Remote

Who are we?

Polyconcept North America (PCNA) is the industry’s biggest and most diverse offering of promotional products and decoration services. Our employees are spread across six locations.

What we offer you

• Full healthcare and benefits! The health and wellness of our employees is important to us, that’s why we offer benefits including medical, vision, dental, short-term disability, and more!
• Flexible scheduling
• 401k Matching
• Generous Paid Time Off and Holidays
• PCNA Cares Share Fund – donating to teammates in times of need

Why you will make it your career

• We invest heavily in modernization, operating more efficiently with cutting edge digital technology
• We value our employee’s contributions in a collaborative and inclusive work environment
• Our culture encourages listening, understanding and a sense of empathy makes PCNA stronger
• As the industry leader for environmental responsibility, sustainability is the key to every decision we make

Our Values

Delight Customers: Treat our customers the way you’d like to be treated.

Work Smart: Time is valuable. Focus on the things that can have the biggest impact on our business and customers. Be inquisitive and innovative

Think Team: Work together to get the job done. Be inclusive and collaborative.

Own It: Be accountable. Embrace challenges as opportunities, roll up your sleeves and make it happen.

Say It Like It Is: Be candid, honest and respectful. Offer constructive insights and welcome other’s input.

Our Businesses

Leed’s is the premier supplier of high-quality promotional products, with goods ranging from pens and drinkware to bags and mobile tech. Bullet is a leading supplier of low-price promotional products,​ offerin​g deep inventory, reliable service and 24-hour turnaround. Trimark, a member of PCNA, is a leading developer and manufacturer of logo'd apparel for the Canadian and U.S. promotional industries. Trimark sells logo'd apparel across 6 different categories; Polos, T-Shirts and Tops, Woven Shirts, Knits and Fleece, Jackets, and Accessories, including Headwear. At JournalBooks, we believe in creative minds working together to create something truly unique in journals and planners. ETS has always sought to provide the very best in service, product selection, printing capabilities and competitive pricing, focused on drinkware, ETS offers a broad range of high quality drinkware categories. Spoke’s print-on-demand solutions and premium product assortment are standing by to help expand your inventory and fulfill your event and gifting needs!

The Position

The PCNA Manager, Service Success, is responsible for the customer service and sales support (Tiers 4 & 5) strategy and operations for PCNA.  This role drives service solutions to evolve and support PCNA initiatives toward digitization, as well as inspires the day-to-day experiences of the Customer Service teams (including outsourced Service functions) and Solutions teams to excellence.  This role is responsible for providing expertise and creative, out-of-the-box thinking to the Customer Success leadership team, including innovating on pre-sale solutions/ideas/content to capture sales opportunities and driving problem resolution in service that balances the needs of our business with those of our customers.  This position is highly focused on service operations – people, process, technology/tools – leads teams to continually build and maintain customer engagement through superior service performance and relentless account growth.

Key Responsibilities

• Develops a strategic service plan with clear KPIs that aids Customer Success in achieving its business objectives, and manages internal stakeholders to execute effectively on the service plan.
• Drives strategy and implementation for enterprise and functional initiatives which will impact Service Success operations and/or our PCNA customer support model.
• Collaborates with Finance to develop business cases for technology investments which will positively impact the Customer Success and PCNA cost model by optimizing the workforce and/or improving process
• Build a trusted/strategic advisor relationship at the executive decision making level with clients to drive measurable value of PCNA’s services.
• Develops and shares best practices with Customer Success team members and other internal stakeholders to enhance the quality, effectiveness, and efficiency of our overall support of customers.
• Works with Finance to build department budget and addresses any variances to budget; accountable for meeting or exceeded budget targets
• Responsible for maintaining consistent s