Customer Success Advisor

Position Overview:

The Customer Success Advisor (CSA) manages a portfolio of Telmediq 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 Telmediq 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 Telmediq 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%