Customer Success Associate

Job Title: Customer Success Associate

Supervisor: Director of Professional Services

Job Description:

The Customer Success Associate (CSA) is responsible for developing customer relationships that promote retention and loyalty. The CSA is a key and pivotal role within Professional Services. Their job is to work closely with customers to focus on their satisfaction with OPIE products and services while maximizing the customer experience. The coordination of activities, timely reporting and the management of all risk and escalation will be a significant element of this role. This position will focus on customer retention and pipeline management of renewal transactions by successfully using objection handling and negotiation skills to create urgency and action in reaching deal acceptance to close renewals timely and accurately. As the trusted advisor on all program related activity, the CSA ensures all client interaction is managed to ensure client satisfaction, customer health and; therefore, customer retention is maintained.


In addition, the CSA will work collaboratively across Education, Sales, Product Development, Product Marketing and the Choice Network to execute high quality initiatives, tools and information needed for the customer to be successful in their operations.

Responsibilities and Activities:

  • New Account Transition: Contribute towards new account implementations or guided on-boarding
  • Prepare renewal quotes and negotiate prices with clients
  • Ensure accuracy of a high volume of client data and prepared quotes
  • Own the Critical Path of a renewal transaction to create action and urgency in closing renewals timely and accurately
  • When applicable, seek appropriate approvals for exceptions to standard pricing and terms
  • Own a specific territory to achieve and exceed the quarterly renewal target
  • Negotiate extension terms, long term contracts, price increases, and other terms, as described by management, by using objection handling and other techniques
  • When applicable, communicate opportunities for cross-sells and upsells to Sales Managers
  • Risk Identification: Identify at-risk accounts and manage those accounts to resolution
  • Escalation Resolution: Work with the customers to assess and address escalations, and develop action plans associated with resolution; provide ongoing follow up to ensure customer satisfaction and retention
  • Customer Satisfaction: Work with the team to identify/resolve all issues that could impact satisfaction
  • Develop trusted advisor relationships and articulate value of our products to key sponsors and stakeholders
  • Gain deep understanding of the customer’s business requirements and ensure OPIE Software is closely aligned with the customer's business strategy
  • Engage with customers and our professional services department to drive customer needs 
  • Relentlessly serve as the customer advocate by communicating feature requests to our Product Teams for future improvements
  • Maintain a highly collaborative, positive, & synergistic relationship with the customer and with internal teams to ensure quality solution delivery and support
  • A trusted subject matter specialist who will learn the ins-and-outs of OPIE Software and be creative and inventive in finding solutions for our customers
  • Monitor survey results and identify trends in user adoption and system usage, recommend strategies to increase usage/adoption to meet customer expectations

Required Skills and Experience:

  • Outstanding interpersonal skills with strong customer focus
  • Excellent communication skills, including phone and video conferencing
  • High ethical standards in decision-making and customer care
  • Strong organizational and multitasking skills
  • Creative solution-oriented thinking for situations where limited standardization exists
  • Knowledge application to new workplace scenarios
  • Advanced writing skills
  • Bachelor’s Degree in Business Administration, Information Systems, Healthcare IT, or related professional fields
  • Proficient in Microsoft Excel, Word, and PowerPoint
  • Ability to communicate with audience of all levels and ability to empathize, understand and interpret for other party’s technical information
  • Proven experience successfully achieving and exceeding performance goals
  • 1-3 years of sales and/or customer support experience

Preferred Qualifications:

  • Relatability to a continuum of healthcare business models including small facilities, large facilities, or corporate entities
  • Relatability to administrators, clinicians, corporate managers, and other job positions within our customer’s existing business structure
  • 2+ years of experience in maintenance renewal sales preferred
  • Effective public speaking skills
  • Detailed understanding of the OPIE Practice Management System and OPIE partnerships
  • Knowledge and experience with Atlassian tools
  • Knowledge and experience with NetSuite
  • 1-3 years of Orthotic and Prosthetic industry experience
  • 1-3 years of Implementation or Project Management experience
  • Willingness to travel up to 10% of the time

How to Apply

Please apply on our internal site:

Send your resume to our internal site and include a cover letter that describes why you believe that you would be a great fit for our company and the position for which you are applying. Keep in mind that we are interested not only in your background and skills, but also in who you are and how you would fit into our team and vision.

About Our Company, Culture and Growth

OPIE Software was started to make a positive impact on the lives of people.

Our market is predominately small, independently owned companies who care for individuals with various orthopedic disabilities and challenges. Our customers enable their patients with mobility and independence through providing custom made artificial limbs and orthopedic braces. Our software platform provides electronic health records, workflow, billing and practice management to over 1600 orthotics and prosthetics facilities.

We are passionate about creating a culture inside and outside of our organization that promotes personal and professional growth, constantly challenges the status quo, and of course incorporates a little fun!