PerfectServe

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

Customer Success Manager

• 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

Product Owner

Tier 1 Support Specialist

Customer Success Advisor