Manager, Customer Success

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.