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Manager, Customer Success

    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.

    Why PerfectServe?

    PerfectServe is building healthcare’s most advanced communication and collaboration solution to unify the entire care team across the continuum – from inpatient, to outpatient, to patients at home. The secure platform uses advancements in mobility, AI and analytics to optimize scheduling, automate clinicians’ communication-driven workflows, eliminate non-clinical tasks and decrease clinician burnout, resulting in quicker time to treatment and superior patient outcomes.

    Position Overview

    As a Manager of a Customer Success team you will be responsible for hiring, developing, coaching, and leading a team of Technical Leads (TLs) focused on building long-lasting relationships with PerfectServe customers. Your team will deliver predictable outcomes of success and proactively engage with customers so they are able to utilize PerfectServe applications to their full potential.

    Who You Are

    2+ years of experience with proven success in a customer success management/leadership role supporting SaaS applications
    2+ years of people management, with substantial experience in coaching and performance management
    Track record of reliably delivering against client retention and revenue goals
    Cross-functional team leadership, influence, management, and alignment experience
    Strong technical troubleshooting, planning and organizational skills
    Comfort with and ability to operate at an aggressive, accelerated, iterative pace in a dynamic environment
    Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
    Intuitive and pioneering- Seek out new areas for improvement
    Self-motivated and driven
    Strong office suite (Excel, PPT, Word) skills

    Beneficial Qualifications:

    Experience working with physicians and/or hospitals
    Experience driving process change in complicated environments
    Experience with PerfectServe applications
    Knowledge of Salesforce

    What You’ll Be Doing

    Coach, develop and motivate a team of Technical Lead’s by providing guidance, structure, and accountability
    Act as a trusted advisor and point of escalation for customer issues within your team
    Coach Technical Leads’s to understand customer’s objectives, deliver on technical configuration needs and demonstrate ROI
    Manage day-to-day operations working with technical teams to ensure proper reporting, escalation where needed, and resolution of Jira tickets.
    Develop a program for tier-3 support engineering to ensure that customer technical concerns are addressed in a timely manner
    Act as a key stakeholder in PerfectServe application incident management process. This can include participating in Customer Bridges and escalation calls
    Manage the documentation and implementation of changes to Customer Success operations
    Monitor all critical metrics across your team related to retention, renewals, SLA, and OKR success and use that data to guide their daily efforts
    Partner with the Support Center on customer escalations, updates to Zendesk guide documentation, training, and sharing resources where available.

    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.

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