Position Overview

The Customer Success Advisor (CSA) manages a portfolio of customers, supporting their day-to-day relationship with PerfectServe. The CSA drives system utilization, adoption, and high levels of user satisfaction. This role involves collaborating with customers and internal teams to maximize the value of PerfectServe's solutions. The CSA proactively identifies opportunities to improve account health, resolves escalated issues, leads optimization efforts, and spearheads retention initiatives.

Responsibilities

Serve as the voice of the customer and advocate for end-users within PerfectServe. Build trusting relationships and provide daily support to hospital clients, including executive sponsors, department/service line directors, and key strategic practices. Ensure clients maximize the value of their PerfectServe investment. Collaborate with clients to identify and drive process improvement initiatives. Identify, develop, and share best practices to help clients achieve their business goals using PerfectServe applications. 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, ensuring client satisfaction and positive account health. Own and resolve escalated service issues. Understand clinical workflows and how PerfectServe can improve outcomes. Collaborate with Account Executives and Technical Leads to establish and execute customer success 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 optimal solutions to meet client needs. Travel to client sites to support training, utilization/adoption, and optimization initiatives as needed.

Success Factors

Expertise in PerfectServe products and the ability to apply them to solve customer problems. Ability to manage multiple tasks in high-pressure situations. Strong relationship-building skills with customers and internal team members. Ability to drive process change and improvement. Excellent written and verbal communication skills. Strong critical thinking and customer service skills. Strong work ethic.

Essential Qualifications

4-6 years of work experience in Healthcare SaaS environments, focusing on Customer Success, Professional Services and/or Customer Support Ability to travel up to 20%