Customer Success Advisor

PerfectServe; Knoxville (TN); Remote; USD 65,000 - 90,000; Full time

Job summary

PerfectServe seeks a Customer Success Advisor to manage enterprise relationships, enhance customer satisfaction, and ensure utilization of services. This role involves collaboration with various teams to provide optimal solutions and requires a bachelor's degree along with experience in SaaS or healthcare software.

Benefits

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.

Qualifications

• 4-6 years of experience in Customer Success or Account Management.
• 2+ years supporting SaaS products or healthcare software.
• Clinical workflow experience preferred.

Responsibilities

• Serve as the voice of the customer and advocate for end users.
• Build relationships and ensure client satisfaction.
• Collaborate with clients to drive process improvement.

Skills

Customer Service

Communication

Technical Understanding

Critical Thinking

Time Management

Education

Bachelor's Degree

Job description

What is PerfectServe?

PerfectServe offers best in KLAS assets in three categories: clinical communications, scheduling, and patient engagement solutions. PerfectServe is featured on this year's Inc 5000 list, which profiles the fastest-growing private companies in America. We have seen an 88% growth rate over the past three years and need strong team members to help us continue to grow!

PerfectServe's mission is to accelerate speed to care by optimizing provider schedules and dynamically routing messages to the right person at the right time in any care setting; advancing patient care and clinical workflows.

By joining PerfectServe, you will have the unique opportunity to come alongside us as we further our vision of putting all of these solutions together to provide optimal patient outcomes and faster patient care interventions. By improving speed to care and cross-continuum communication, we save lives, reduce length of stay, minimize re-admissions, and bring joy back to caregivers.

We have an incredible portfolio of customers, with new ones recognizing the value of our solutions and joining the PerfectServe family every day.

Position Overview

The Customer Success Advisor (CSA) for Lightning Bolt manages a portfolio of Enterprise customers and is responsible for supporting the day-to-day relationship of the customer and for driving end user adoption and high levels of satisfaction among the users and support staff. The CSA will be responsible for collaborating with the customer and internal teams to ensure that the client is maximizing the value of their PerfectServe investment. They will proactively identify process improvement opportunities, take ownership of and resolve escalated issues, conduct Strategic Business Reviews, lead optimization efforts, and run point on any retention efforts.

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)
  
  

Success Factors

• 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
  
  

Essential Qualifications

• 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
• Clinical workflow experience is preferred
• Schedule experience preferred
• Excellent verbal and written communication skills
• Available to travel up to 20%
  
  

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
  
  

PerfectServe offers unified healthcare communication solutions to help physicians, nurses, and care team members provide exceptional patient care. PerfectServe's cloud-based solutions enhance patient safety and reduce provider burnout by automating workflows, speeding time to treatment, optimizing shift schedules, empowering nurse mobility, and engaging patients in their own care.