PerfectServe

Consultant

• Consult with clients to discover and document needs, provide insight and guidance as clinical communication experts, and propose best practice solutions.
• Design and configure high-quality applications that balance the needs of clinicians, patients, and PerfectServe.
• Prioritize and manage many tasks simultaneously in a fast-paced environment.
• Consistently exceed client expectations.
• Engage clients through expert questioning and active listening to understand needs and issues.
• Document requirements and proposed solutions in multiple formats (e.g., email, Lucid Chart, PowerPoint, Access, Tableau, etc.).
• Configure high-quality solutions optimized for client self-administration and help center support.
• Receive requests to cancel services, acting resourcefully to retain clients.

Help Center Consultant

Account Executive

• Acquire and set up new meetings with target clients through cold calls and emails
• Research companies, identify key decision-makers, and develop qualified leads for account executives
• Maintain an accurate and up-to-date log of all prospect interaction in the CRM
• Develop engaging copy for email marketing campaigns that reach prospects in all stages of the marketing and sales cycles
• Implement best practices in cold-calling and cold-emailing through excellent interpersonal and communication skills
• Conduct product demonstrations with prospective clients
• Achieve agreed upon sales targets and outcomes within schedule
• Display understanding of dedicated territory and develop territory plan leveraging current customer base
• Accurately forecast and display ability to manage sales funnel
• See a prospect all the way through sales cycle from initial appointment set-up to close of a sale

Customer Success Manager

• Lead, coach, and develop a blended team of Customer Success Advisors (CSAs) and Technical Leads (TLs), ensuring strong execution across customer engagement, technical troubleshooting, and adoption workflows.
• Drive measurable outcomes in customer adoption, value realization, renewal readiness, and overall account health across your assigned customer segment.
• Serve as the Customer Success product SME for your aligned PerfectServe solutions—participating in bug reviews, enhancement discussions, CAB/change-management meetings, product initiative development, and release readiness activities.
• Engage directly with a select portfolio of customers to model best-in-class relationship management, run strategic business reviews, and support executive-level conversations.
• Guide technical operations by overseeing Jira ticket trends, configuration needs, integration requirements, and escalation paths in partnership with Engineering and Support.
• Ensure operational excellence through strong forecasting, health score monitoring, playbook adoption, and team-level performance metrics.
• Lead customer communications for product releases, roadmap updates, change notifications, and service incidents—ensuring clarity, timeliness, and a customer-centric approach.
• Participate in the CS leader on-call rotation to manage high-impact incidents, coordinate Rootly updates, and ensure IR/RCA communications meet internal and customer expectations.
• Partner cross-functionally with Sales, Support, Product, Engineering, and Professional Services to ensure customers receive a cohesive, high-quality experience throughout their lifecycle.
• Champion continuous improvement by identifying opportunities to streamline processes, strengthen team workflows, and elevate the overall customer experience.

Sales

• Own the end-to-end sales process, ensuring seamless execution from lead generation, qualification, and pipeline development through contract close.
• Develop and implement sales strategies aligned with PerfectServe’s growth objectives and target markets.
• Monitor KPIs, forecast revenue, and provide regular performance updates to senior leadership.
• Partner with Marketing to optimize lead quality, campaign effectiveness, and conversion rates.
• Lead, mentor, and motivate a team of Business Specialists and Business Development Reps.
• Conduct regular 1:1s, pipeline reviews, and performance coaching sessions.
• Ensure consistent use of CRM tools, sales processes, and reporting standards.
• Analyze sales data to identify trends, risks, and opportunities for improvement.
• Collaborate cross-functionally with Product, Customer Success, and Implementation teams to ensure smooth handoffs and exceptional customer experience.

Sales Manager

Implementation Specialist

• Lead assigned workstreams within large-scale enterprise implementations, ensuring deliverables are completed on schedule and aligned with project goals.
• Coordinate with cross-functional teams to ensure smooth execution across complex environments.
• Support planning and execution of enterprise go-live events, serving as a primary point of contact for designated functional areas.
• Provide workflow consulting for physician, clinical, and operational teams.
• Educate and register physicians for PerfectServe programs, designing elegant solutions that meet the system level standards established.
• Provide consultation support to physicians with call workflow configuration into the PerfectServe system.
• Develop training programs tailored to large health system audiences.
• Educate new clinical users at the hospital pre and post go-live.
• Configure advanced workflows within complex multi-facility systems.
• Work with third party systems to integrate solutions into the PerfectServe system.
• Conduct testing across devices, platforms, and integrated technologies.
• Become trained across multiple PerfectServe platforms based on project needs.
• Rapidly acquire new product knowledge for enterprise implementations.
• Any other duties as needed to effectively perform the position

Implementation Consultant

Project Manager

• This is not a software development project manager; you will the driving force behind the successful deployment of our software in ambulatory and enterprise healthcare client environments.
• The Implementation Project Manager is responsible for the overall direction, coordination, implementation, execution, control and completion of specific projects ensuring consistency with company strategy, commitments and goals.
• The Project Manager will be the primary contact with the customer during the implementation working collaboratively with the customer project manager.
• The Project Manager will be responsible for managing multiple small- and large-scale projects following the PerfectServe Project Management Methodology.

Business Operations

• Establish and continuously refine the operating cadence for the CX organization.
• Ensure KPIs, workflows, and review cycles align with strategic goals.
• Facilitate and lead sales-focused discussions with Account Executives and key internal stakeholders.
• Drive organizational alignment across units through planning cycles, performance checkpoints, and structured communication.
• Maintain a centralized repository of business processes.
• Analyze workflows to identify opportunities for improvement, simplification, and scalability.
• Lead enhancements across Salesforce, SharePoint, Slack, and project management systems.
• Partner with cross-functional teams to ensure process changes support both operational efficiency and customer outcomes.
• Produce clear, concise weekly, monthly, and quarterly business reporting.
• Deliver executive-level insights on risks, dependencies, performance, and initiative progress.
• Provide context, recommendations, and interpretation behind trends and data signals.
• Develop frameworks for current and emerging metrics aligned to business goals.
• Transform quantitative data into actionable insights that enable leadership decision-making.
• Define, implement, and maintain KPIs in partnership with functional leaders.
• Serve as a trusted internal advisor, providing strategic guidance and operational clarity.
• Lead planning, execution, and delivery of complex projects across multiple teams.

Business Operations Manager

Business Development Rep

• Increase sales by identifying, creating, and passing new qualified leads to designated sales representative.
• Implement best practices for marketing campaigns through creativity and problem solving.
• Execute outreach campaigns using phone, email, and social mediums.
• Acquire and set up new meetings with target clients through prospecting.
• Collaborate with key decision makers to initiate the start of internal sales cycle.
• Seek to understand patient flow issues, provider frustrations, and overall health system objectives.
• Adapt PerfectServe strategy as needed to meet client needs.
• Keep an accurate and up-to-date log of all prospect interactions in the SalesForce CRM.
• Research and implement strategies to increase market share.
• Maintain a strong knowledge of all PerfectServe products.
• Meet and exceed monthly sales targets.

Business Development Representative

Product Manager

• Partner with Product Owners to manage and groom the engineering backlog for one or more R&D teams.
• Translate customer, stakeholder, and business needs into detailed user stories with clear acceptance criteria.
• Collaborate with engineering, UX, QA, and cross-functional teams to ensure a shared understanding of requirements and priorities.
• Participate in Agile ceremonies including program increment planning, sprint planning, backlog refinement, standups, and retrospectives.
• Assist in reviewing and accepting delivered stories to ensure they meet quality and functional expectations.
• Monitor and analyze usage data, customer feedback, and support trends to inform future backlog items.
• Contribute to internal documentation such as product requirements, release notes, and training materials.
• Support Product Owners in roadmap planning and release coordination.

Product Owner

Customer Support

• Support and delight PerfectServe’s end users - physicians, nurses and system administrators.
• Support general user account management, end-user education, on-call schedule management, mobile and web interface assistance, application builds and revisions, and application troubleshooting.
• Field incoming client communications via phone, chat, and online customer portal.
• Help end-users administer their PerfectServe applications.
• Train end users on how best to use PerfectServe’s phone, mobile, and web applications.
• Own basic-to-advanced troubleshooting efforts related to message delivery and/or message content issues; identify root cause(s) and make the appropriate configuration changes to resolve the issue.
• Consult, design, configure, and deploy custom applications leveraging best practices to meet workflow needs of PerfectServe’s end users.
• Build and revise new user accounts based on established standards and best practices.
• Work with end-users and hospital IT personnel to troubleshoot mobile and web connectivity issues.
• Collaborate with other PerfectServe teams on escalated technical issues.
• We expect all team members to have their cameras on during internal and external meetings.

Tier 1 Support Specialist

• Serve as a strong advocate for customers and end users, representing their needs within 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.
• Partner with customers to ensure they are fully leveraging Lightning Bolt Scheduling to achieve desired business outcomes
• Develop deep product and workflow expertise, with a strong understanding of scheduling processes and how PerfectServe can optimize them
• Proactively monitor system utilization, adoption trends, and service request data to identify risks, resolve issues, and prevent future challenges
• Lead process improvement and optimization initiatives that drive measurable value for customers
• Own and resolve escalated service issues, coordinating with internal teams to ensure timely and effective outcomes
• Provide proactive oversight of system utilization, adoption, and service request data to identify, resolve, and prevent issues to ensure client satisfaction and retention.
• Collaborate with Account Executives and Technical Consultants to establish and execute customer account plans.
• Lead client retention and save efforts when needed, acting as the primary point of coordination
• Ensure seamless delivery of all client-facing services by partnering effectively with internal teams across PerfectServe
• Travel to client sites as needed to support onboarding, training, adoption, and optimization initiatives

Customer Success Advisor

Marketing Operations

• Develop, implement, and manage marketing automation workflows across multiple channels
• Optimize email campaigns for engagement, conversions, and deliverability
• Segment audiences and personalize messaging based on behavior and data
• Work with sales and marketing teams to align campaigns with revenue goals
• Analyze campaign performance and provide actionable insights
• Stay up-to-date with marketing automation trends and tools
• Oversee CRM integrations and lead scoring strategies