Customer Success Advisor

Position Overview

The Customer Success Advisor (CSA) is part of the dedicated Lightning Bolt Customer Success team, coordinating internal activities and communicating directly with our valued customers to deliver exceptional service, drive system utilization, and support partnership renewals. The Customer Success Advisor supports leadership in meeting and exceeding aggressive renewal goals by ensuring service strategies are carried out beyond expectation, and client needs are surfaced and addressed quickly and proactively.

Responsibilities:

• Alongside the dedicated Consultant, conduct value-driven conversations with partner customers to:
  • Ensure partnership expectations are being met and that the solution is directly supporting customer scheduling objectives
  • Uncover potential pain points and lead proactive course-correction efforts
  • Capture success stories, formalize case studies, and secure customer contacts who will serve as Lightning Bolt references and ambassadors
  • Lead governance meetings centered around current partnership status, opportunities for realizing additional value, and charting a constructive service path forward
  • Identify where customers may need additional Lightning Bolt licenses, and/or where expanding the scheduling solution may benefit the broader customer organization
• Serve as an escalation point for customers, including:
  • Being a trusted partner, advocate, and sounding board for the customer
  • Mobilizing teams internally to develop service plans of action, and ensure any required recovery efforts are expeditiously executed
• Support renewal conversations, strategy, negotiations, and contracting for subset of clients as delegated
• Participate in creation of intel-based account planning
• Effectively maintain contract records and serve as internal and external point-person for current customer terms
• Engage in warm lead strategy identification to assist in the cultivation of new business opportunities
• Proactively identify customers at-risk and lead mitigation strategies
• Participate in internal special projects that support continued progression of the Customer Success function
• Keep accurate record of renewal and account intelligence, including deep understanding of renewal business, projections; develop and execute strategy to meet or exceed given performance goals
• Lead solution training webinars for customers
• Participate in 24/7 enterprise downtime on-call rotation (~3 weeks out of the year)
• Additional duties, as needed, to support this position, customers, and teammates

Success Factors

• Proven negotiation skills
• Experience managing multiple clients
• Experience working collaboratively across a team to achieve common goals
• Demonstrated aptitude for learning the basics of the Lightning Bolt technology
• Ability to communicate effectively, both oral and written
• Demonstrated listening skills
• Ability to organize and deliver external presentations and client webinars
• Proven ability to meet goals and deadlines
• Experience maintaining customer intelligence and keeping accurate records
• Proven experience managing multiple, competing priorities
• Ability to remain highly focused and organized
• Experience finding multiple solutions to a complex problem
• Ability to successfully overcome challenges or obstacles
• Experience developing personal organization tactics to meet business goals

Career Paths, Growth Opportunities

PerfectServe welcomes growth in our company and provides all employees with opportunities. Typically a new employee is expected to be in their role for at least 12 months, before pursuing other roles in the company. Lightning Bolt has career path outlines as a guide for every position.

Essential Qualifications

• Bachelor’s degree
• Up to 20% travel
• 1+ years of experience in at least one of the following:
  • Presentation experience
  • Commercial experience
  • Client management experience
• Experience using MS Suite
• Experience using Salesforce