PCMI, a provider of cloud-based administration software for F&I products and service contract programs, last week announced that Elizabeth Hern has joined the company as vice president of customer success.

According to a news release, Hern will lead PCMI’s Customer Success organization, overseeing onboarding, adoption, retention, advocacy, and customer success initiatives designed to help customers maximize the value of the PCMI platform, including its expanding artificial intelligence capabilities.

The company also said Hern will work closely with its customers to bring all the capabilities of PCMI to strengthen the customer experience and build scalable programs for long-term customer success as the provider continues to grow.

“As AI reshapes how F&I and service contract administrators manage claims and customer relationships, our customers need a partner who can help them adopt these tools with confidence,” PCMI chief revenue officer Branson Smith said in the news release.

“Elizabeth’s experience scaling customer success at high-growth companies is exactly what we need as we continue investing in AI and expanding what our platform can do for customers,” Smith added.

Hern brings more than two decades of experience helping organizations strengthen customer relationships and drive technology adoption. Most recently, she led customer success at Impel, and previously held leadership roles at Dealer Inspire, Dealer.com, and American Express.

“Customer success is so much more than helping customers use our products. It’s about being consultative, and helping our clients to continuously realize value as their business evolves,” Hern said.

“PCMI has built an incredible platform, and I’m excited to help customers take advantage of everything it offers, including new AI capabilities, while building lasting partnerships that help them achieve their business goals,” Hern went on to say.