Customer Success Advisor

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) manages a portfolio of customers and is responsible for supporting the customer's day-to-day relationship and driving system utilization, adoption, and high levels of satisfaction among the users. The CSA will be responsible for collaborating with the customer and internal teams to ensure that the customer is maximizing the value of their PerfectServe investment. They will proactively identify process improvement opportunities, take ownership of and resolve escalated issues, lead optimization initiatives, and run point on any retention efforts.

Responsibilities

• Serve as the voice of the customer and an advocate for end users in the PerfectServe organization.
• Build trusting relationships and provide day-to-day support to customers, e.g., executive sponsors, department/service line directors, and key strategic practices.
• Ensure that the customer is maximizing the value of their PerfectServe investment.
• Collaborate with customers to identify and drive process improvement initiatives.
• Identify, develop, and share best practices that enable PerfectServe clients to achieve their business goals and objectives by fully leveraging the applications they license.
• 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 to ensure client satisfaction and retention.
• Own and resolve escalated service issues.
• Understand how clinical workflows and how Clinical Collaboration can be applied to improve them.
• Collaborate with Account Executives and Technical Leads to establish and execute customer account plans.
• Lead client retention and save programs, where appropriate.
• Ensure successful coordination of all client service activities.
• Collaborate with other departments within PerfectServe to deliver the best possible solutions to meet client needs.
• Be available to travel to client sites to support training, utilization/adoption, and optimization initiatives.

Success Factors

• Product expertise and the ability to apply Clinical Collaboration 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 excellent documentation skills
• Have exceptional customer service skills
• Strong work ethic

Essential Qualifications

• 4-6 years of work experience in Customer Success, Account Management, or Professional Services
• 2+ years of experience in supporting SaaS products or healthcare software
• Clinical workflow experience is preferred
• Excellent verbal and written communication skills
• Available to travel up to 25%

Why Join PerfectServe?

At PerfectServe, we are transforming healthcare communication and collaboration to help clinicians deliver better care. You'll work with a dedicated and mission-driven team in an environment that values growth, transparency, and innovation.

**Please do not use AI tools to generate your application materials. We value authentic, personal communication and want to understand your unique voice and perspective.**

We offer a pay range of $60K-70K USD base plus incentives tailored to your background, strengths, and potential to grow within the team.

The pay range listed for this role reflects our commitment to pay transparency and is based on market data, internal equity, and the scope of responsibilities. compensation will be determined by a combination of factors, including the candidate's experience, skills, and the specific team or product area they support.

We regularly review compensation across the company to ensure fairness and consistency. If you are a current employee and have questions about how your compensation aligns with our ranges, we encourage you to speak with your manager or People Operations.

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.