• 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