PerfectServe

• You will design and ship AI agents and automated workflows that move our revenue motion. Concretely: • Lead enrichment agents built on Clay, Claygents, ZoomInfo, and Snowflake that turn raw inbound and outbound lists into ranked, contextual leads our new logo sales leaders want to call. • Outbound personalization agents that write the first draft of cold outreach using the prospect’s role, recent context, and our positioning, so new logo sales leaders spend their time on judgment, not blank pages. • AI-assisted New Logo Sales Leader research workflows that produce meeting prep, account briefs, and call summaries in minutes instead of hours. • Pipeline pattern detection agents that read our deal data in Snowflake and surface stalled deals, churn risk, and acceleration opportunities to AEs and managers in real time. • Agentic deal review and forecast support that helps managers spot what is real, what is slipping, and what to coach on before each forecast call. • Salesforce and Pardot integrations that wire all of the above into the systems the team already lives in, with clean data flows back to Snowflake and BI.

• 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.

• 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.

• Define where PerfectServe will compete across segments, customer profiles, and solution areas • Establish clear strategic choices and tradeoffs to guide investment and focus • Shape how the company wins in the market, including go-to-market approach and growth priorities • Define ideal customer profile and segmentation strategy • Own the strategic view of customer mix across segments, deal size, and lifecycle stage • Recommend where to focus, expand, or deprioritize based on growth potential and performance • Define strategy for priority growth areas, including non-acute care, ambulatory, and ASCs • Identify and prioritize expansion opportunities across new markets and existing customers • Establish clear entry strategies and growth priorities for targeted segments • Provide commercial perspective on the potential impact of strategic partnerships • Assess alignment to ICP, segments, and growth priorities • Frame where partnerships can meaningfully contribute to growth and where they will not scale • Bring visibility to how partnerships contribute to pipeline, expansion, and revenue • Own development of commercial narratives for board and executive audiences • Synthesize pipeline, performance, and market dynamics into clear, actionable insights • Partner with the CRO to frame growth strategy, risks, and opportunities • Operate as a strategic extension of the CRO, supporting prioritization and decision making • Provide structured analysis to inform resource allocation and growth investments • Act as a connector across Sales, Marketing, Product, Customer Success, and Strategy • Define go-to-market strategy across segments, personas, and solution areas • Establish commercial plays and coverage models at a strategic level • Set direction for positioning, packaging, and pricing in partnership with Product and Marketing • Provide commercial input into product positioning, packaging, and roadmap priorities • Ensure market and customer insights are reflected in strategic recommendations • Partner with RevOps and Finance on segmentation models, cohort analysis, and forecasting • Use data to refine strategy and inform commercial priorities • Leverage tools such as Claude to enhance analysis and scenario modeling • Introduce AI-enabled approaches to improve speed and quality of decision making

• Own partner activation and commercialization, translating signed partnerships into clear commercial use cases, target accounts, and joint value propositions aligned to PerfectServe solutions • Own partner sourced and partner influenced pipeline and revenue in partnership with Sales leadership, with defined contribution targets • Engage directly in priority deals to establish and scale partner driven sales motions within provider and healthcare environments • Build and codify repeatable partner playbooks, including when to engage partners, how to position joint value, and how to execute across the sales cycle • Embed partners into core Sales workflows to drive consistent adoption and impact across the go to market organization • Enable Sales teams with clear guidance, training, and support on partner engagement, including account planning and deal strategy • Develop and deliver partner training, enablement, and collateral to support scale, particularly across reseller and channel partners • Ensure partners are equipped with clear messaging, demo narratives, and materials required to effectively represent PerfectServe in market • Partner with Marketing to execute targeted joint initiatives that generate qualified pipeline, while maintaining accountability for partner driven outcomes • Partner with RevOps and Marketing Ops to track partner contribution, including pipeline creation, conversion rates, deal velocity, and revenue impact • Establish and enforce clear rules of engagement between direct Sales and partners to drive alignment and reduce friction • Introduce lightweight partner structures, including engagement models and incentives, to support scale based on proven success • Build partner aligned demo narratives and improve partner and internal team demo proficiency to increase conversion and deal progression • Establish a regular operating cadence with the CRO to provide readouts on partner performance, market feedback, and emerging opportunities • Synthesize insights from Sales, customers, and partners to identify product gaps and market opportunities, informing future partnership sourcing priorities

• Support shift performance across phone, ticket and other interaction service levels, productivity, quality, and CSAT. • Provide real-time direction to agents, including coaching, queue management, workload balancing, and escalation support. • Monitor intraday performance and help adjust priorities to maintain service levels. • Identify operational risks in real time and take corrective action, escalating when necessary. • Ensure smooth shift to shift transitions by documenting key updates, issues, and risks. • Reinforce operational standards and support a culture of open communication and accountability. • Partner with Managers to share insights on performance trends and opportunities for improvement. • Take initiative in adapting to evolving business needs, including new tools, processes, and priorities. • Drive engagement and retention through consistent coaching, feedback, and recognition. • Support and develop a small group of assigned agents (typically 5–6). • Conduct weekly 1:1 coaching sessions with a focus on performance trends, skill development, and engagement. • Provide timely, constructive feedback to support growth and improvement. • Actively support coaching and development of assigned agents. Partner closely with Managers on performance management efforts, including formal improvement plans when needed. • Foster a team environment that encourages ownership, collaboration, and accountability aligned with Support Center values.

• Manage and mentor a team of Project Managers, ensuring alignment with organizational goals and best practices. • Foster a culture of accountability, collaboration, and continuous improvement. • Refine existing PMO processes and create missing processes to ensure alignment by the team on expected delivery and outcomes. • Collaborate between managers and directors across all platforms to align existing processes, areas of improvement, and project outcomes. • Partner with Sales teams to assist in pre-sales activities, including scoping and developing Statements of Work (SOW). • Provide guidance on project feasibility, timelines, and resource planning during the sales cycle. • Participate in pre-sales calls to define implementation processes and data gathering prior to contract signature. • Help manage SOW, pricing, timeline, and CRS templates to be utilized with the team. • Coordinate with sales leaders and other professional services leaders on pricing and licensing needs with platform enhancements and new features. • Coordinate with product teams for platform enhancements as a client advocate based on project needs and feedback. • Escalate product functionality that would enable closing a sale or putting a go-live at risk. • Maintain ownership of a limited portfolio of projects, applying PMO standards and best practices while modeling effective project delivery and supporting continuous improvement across the organization. • Oversee operational processes for multiple product lines, including project setups in project management tools. • Coordinate sales-to-services transitions to ensure seamless handoff and customer experience. • Serve as an escalation point for project-related issues, driving resolution, and maintaining client satisfaction. • Maintain client satisfaction surveys for post implementation clients. • Help to coordinate with Customer Success and Support teams with project transitions. • Create monthly status reports and assist in the creation of board reports quarterly. • Be responsible for monthly and quarterly utilization and productivity reporting.

• Field incoming client communications via phone, chat, and our 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, including customer success, integration, and technical teams, on escalated technical issues • We expect all team members to have their cameras on during internal and external meetings to encourage engagement and foster a sense of connection.

• Assess, coach, and develop a demand generation team—identifying skill gaps, building individual development plans, and raising overall team capability to meet evolving business needs. • Own the demand generation strategy and execution across the full buyer journey—from awareness through pipeline creation—spanning SMB, mid-market, and enterprise segments with distinct sales cycle velocities and buyer personas. • Own 100% of marketing-sourced pipeline, with direct accountability for pipeline targets and marketing’s contribution to bookings. • Scale and optimize multi-channel campaigns—paid search, paid social, digital display, email nurture, webinars, and interactive content—to attract and convert high-intent buyers across all segments. • Manage budget allocation and pacing across channels and segments to ensure consistent lead flow, cost effectiveness, and alignment with revenue targets. • Own the organic growth strategy, including SEO and AI Engine Optimization (AEO), to expand PerfectServe’s visibility in both traditional search and AI-generated results. • Track and optimize full-funnel metrics (MQL → SAL → SQL → Pipeline → ARR) to ensure strong conversion rates and healthy ROI across all segments and channels. • Partner with Sales Leadership to define and document sales funnel stages, ensuring shared definitions and consistent handoff criteria across all segments. • Establish structured feedback loops with Sales to continuously improve lead quality, targeting, and campaign effectiveness.

• Be a technical leader and multiplier for the team. Proactively propose improvements to architecture, tooling, and release processes. Set and advocate for standards and best practices. Bring your peers along in the process. • Operate with a high degree of autonomy while actively contributing to team direction. You surface risks, share context, and drive alignment. • Proactively identify architectural risks, technical debt, and vendor concerns before they become problems. Flag them early and come with a point of view on how to address them. • Understand, explore and question user requirements in order to create technical requirements that you can document, collaborate with, and explain to your team in clear, accessible terms. • Create and review PRs with thoughtful, constructive feedback. Mentor peers and junior engineers across code reviews and broader technical development, supporting their growth in judgment and confidence. • Quickly research and diagnose issues reported from live products and deliver fixes in a timely manner. • Define release scope in collaboration with product, engineering and QA teams, ensuring clarity on features, fixes and technical improvements included in each release. • Create unit and automated tests and support integrations and improvements to our CI/CD pipeline. • Monitor release health using logs, metrics, automated alerts and customer feedback to identify regressions, instability, or performance issues. • Bring a security-conscious mindset to your work. Think critically about access controls, data handling, and organizational security posture.