Customer Success Advisor

Summary

Join PerfectServe as a Customer Success Advisor (CSA) for Lightning Bolt and manage a portfolio of Enterprise customers. Build trusting relationships with clients, providing strategic and tactical support. Ensure clients maximize their PerfectServe investment by collaborating on process improvements, scheduling best practices, and workflow adjustments. Proactively identify and resolve issues, conduct Strategic Business Reviews, and lead optimization efforts. Develop and maintain product expertise, driving high levels of end-user satisfaction. Collaborate with internal teams to execute customer account plans and lead client retention programs. Provide technical expertise and ensure timely resolution of service requests. This role requires approximately 20% travel to client sites.

Requirements

• Product expertise and the ability to apply PerfectServe solutions to solve customer problems
• Ability to juggle multiple tasks in high-pressure situations
• Ability to establish and maintain relationships
• Ability to drive process change
• Have excellent written and spoken communication skills
• Have excellent critical thinking skills
• Have exceptional customer service skills
• Have excellent time management
• Strong work ethic
• Technical understanding of the LB platform and ability to configure solutions
• Bachelor’s degree required
• 4-6 years work experience on PerfectServe’s professional services and/or support center teams or work experience in Customer Success, Account Management, or Professional Services AND 2+ years of experience in supporting SaaS products or healthcare software
• Excellent verbal and written communication skills
• Available to travel up to 20%

Responsibilities

• Serve as the voice of the customer and an advocate for end users into the PerfectServe organization
• Build trusting relationships and provide strategic and tactical day-to-day support to clients, e.g., leadership, providers, other end users etc
• Ensure that the client is maximizing the value of their PerfectServe investment
• Collaborate with clients to identify and drive process improvement initiatives, scheduling best practices, rule optimization, and workflow adjustments to meet and exceed their needs
• Identify, develop and share best practices that enable PerfectServe clients to achieve their business goals and objectives
• Develop and maintain product expertise; drive high levels of end-user satisfaction
• Provide proactive oversight of system utilization, adoption and service request data to identify, resolve and prevent issues in an effort to ensure client satisfaction and retention
• Own and resolve escalated service issues
• Understand workflows, schedules, and how PerfectServe can be applied to improve them
• Collaborate with Account Executives, Account Managers, Customer Success Advisors, Technical Leads, and Technical Consultants to establish and execute on customer account plans as necessary
• Lead client retention and save programs, where appropriate
• Ensure successful coordination of all client service activities
• Provide technical expertise to the organization and ensuring timely and accurate resolution of service requests and workflow adjustments
• Collaborate with other departments within PerfectServe to deliver best possible solutions to meet client needs
• When necessary, assist with the implementation of identified Unite accounts and Enterprise clients
• Communicate incident, product, release notes, and scheduled downtimes to their customers
• Be available to travel to client sites to support training, utilization/adoption and optimization initiatives (~20% travel)

Preferred Qualifications

• Clinical workflow experience is preferred
• Schedule experience preferred

Benefits

• Remote first work environment
• Health, Dental, Vision, Life and Disability Insurance options available day one
• 401K - with match and immediately vested
• 17 company holidays, 2 floating holidays plus competitive paid time off policy
• Internal Advancement Opportunities