Customer Success Advisor

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%