Job Summary
Owns the entire post-sale customer journey, from onboarding through expansion, ensuring every customer achieves meaningful success with Opeeka’s product while driving retention, revenue growth, and alignment with product-market fit. Guides new customers through implementation and onboarding, including new user training, and serves as the primary point of contact throughout their lifecycle. Builds strong trusted relationships with customer stakeholders at all levels and becomes their “go-to” resource for strategic guidance and support. Translates Opeeka’s product features and functionality into workflows that reflect each customer’s goals and operational needs.
Duties & Responsibilities
New Customer Scoping
- Participates in prospective new customer discussions when needed to inform on workflows and expectations.
- Translates customer needs into internal onboarding and implementation scope of work documentation.
- Develops customized training materials for new customers when applicable.
- Collaborates closely with clients to understand their specific needs and configuration requirements, including health forms, questionnaires, data types, scoring algorithms, and other customization options available within the platform.
- Collaborates across the entire internal team to ensure new customer configuration requirements are clearly understood and technically feasible.
- Identifies opportunities to automate and streamline how new customer requirements are collected, documented, and communicated across teams
- Collaborates with Product teams as needed to assess whether customer requirements can be met within the current platform or if enhancements are required to support project objectives.
Onboarding
- Guides new customers during the implementation and onboarding process to ensure a smooth and successful launch.
- Ensures new customers quickly realize measurable value from Opeeka’s product and helps them maximize the long- term use of P-CIS.
- Evaluates a variety of assessment forms and related data structures to document clear configuration requirements for internal teams, ensuring the platform is optimized to support each customer’s assessment workflows and reporting needs.
- Ensures all customer requirements, configurations, and workflows are accurately documented and communicated to internal teams.
- Based on each customer’s requirements and intended use of the platform, ensures the Customer Support team is equipped with the necessary information prior to launch to effectively triage tickets, manage communications, and support the customer experience.
- Delivers both individual and group remote training sessions, adapting content and delivery to suit varying learning styles and technical skill levels.
- Develops clear, visually engaging training materials — including step-by-step guides, screenshots, and videos — to support both customer and internal user education.
- Monitors new user progress to ensure strong comprehension and product adoption.
- Contributes to the creation and ongoing enhancement of training resources including tutorials, FAQs, how-to guides, and video walkthroughs.
- Identifies opportunities to streamline, standardize and continuously improve the implementation and onboarding process while maintaining high quality and customer satisfaction.
Growth
- Develops and nurtures relationships with customer stakeholders to drive retention, satisfaction, and growth of existing accounts.
- Identifies cross-sell and up-sell opportunities based on customer goals, usage patterns, and product fit, and proactively communicates to the Sales team.
- Monitors user behavior and engagement to identify risk indicators, prevent churn, and maximize customer lifetime value.
- Collaborates with Customer Support to review post–go-live issues, identify recurring pain points, and determine appropriate solutions — including potential configuration changes, product enhancements, or customer training.
- Escalates broader functionality concerns or change requests to the Product team when patterns indicate a need for platform improvement.
- Participates in customer quarterly business reviews to demonstrate value, share outcomes, and align on future goals.
- Contributes to the development of Customer Success playbooks, best practices, and scalable processes to support Opeeka’s growth and ensure a consistent, high-quality customer experience.
Product
- Exhibits exceptional product knowledge of Opeeka’s SaaS platform, including core functionality and configuration capabilities.
- Acts as the voice of the customer internally by gathering feedback from onboarding, training, and ongoing interactions, and translating that feedback into actionable insights for the Product team.
- Collaborates with Product, Support and QA teams to ensure exceptional quality, usability, and alignment across entire customer experience.
- Works with Product team to communicate customer requirements, validate functionality against real-world workflows, and provide feedback that supports ongoing platform improvements.
- Supports internal readiness by ensuring that implementation and support teams are informed of feature updates that could impact customer workflows.
Financial Responsibilities:
- Includes tracking and monitoring actual labor hours associated with projects to ensure labor costs stay within approved project budget.
- Coordinates collection of estimated labor hours to complete onboarding for new customers.
- Continual focus on how Opeeka can onboard new customers efficiently.
Supervisory Responsibilities
There are no supervisory responsibilities for this position.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Skills and Abilities
- Demonstrated ability to understand customer business objectives and align product(s) to their long-term goals.
- Quick learner who can master Opeeka’s SaaS platform and confidently explain complex features and workflows to diverse audiences.
- Strong desire to play an outward-facing role and quickly develop relationships with new people.
- Demonstrated ability to analyze customer usage data and identify trends or opportunities to enhance adoption and satisfaction.
- Proven ability to troubleshoot unexpected challenges and find creative, customer-focused solutions.
- Self-motivated with a "get stuff done" attitude and willingness to take ownership in ambiguous situations.
- Demonstrated excellence in verbal and written communication skills, capable of conveying complex concepts clearly to both technical and non-technical audiences.
- Executive level presentation and communication skills.
- Proven ability to manage customer relationships across all levels, ensuring alignment, engagement, and trust.
- Demonstrated ability to understand complex technical concepts and articulate them to non-technical stakeholders as well as highly technical audiences.
- Adaptable and flexible in fast-paced environments, with strong problem solving and prioritization skills.
- Strong active listening skills to comprehend client needs and concerns and address them appropriately.
- Demonstrated ability to work independently, manage time effectively, and prioritize tasks.
- Demonstrated ability to communicate cross functionally with all internal teams.
- Skilled in developing clear, visually engaging training materials, including detailed step-by-step guides, screenshots, and videos for both customers and internal users.
- Strong attention to detail and organizational skills; able to track requirements, configurations, and changes throughout the implementation process.
- Proven ability to deliver effective remote and in-person training sessions, adapting content for different learning styles and technical proficiency levels.
Knowledge
- Understands how Providers deliver care day-to-day: intake and assessment workflows, documentation requirements, billing and reimbursement.
- Understands California-specific behavioral health regulations.
- Comfortable with EHRs, care coordination platforms, or data systems.
- Proficient use of all Microsoft Office products/tools and working in MS Windows operating systems.
- Working knowledge of ZenDesk, HubSpot, Jira or similar customer and project management tools.
- General knowledge of how API and SSO connections work.
- Knowledge of adult learning principles and training methods to support diverse learning styles and preferences.
- Knowledge of implementation processes for SaaS solutions, including configuration, data migration, and user onboarding.
- Familiarity with behavioral health assessments, questionnaires, or similar data collection instruments is a plus.
- Knowledge and experience with electronic health records (EHR) systems is a plus.
Education and/or Experience
- 5+ years in a role within a CA based Behavioral Health Organization, working alongside clinicians, care coordinators and administrative staff and/or 1-3+ years in a customer-facing role such as Customer Success, Account Management, Implementation, or Customer Support.
- Experience with reporting, quality metrics, or documentation standards, which maps well onto product requirements and data modeling.
- Experience with Software as a Service (SaaS) delivery models.
- Bachelor's degree or equivalent in Business Management, Marketing, Communications, Social Sciences, Psychology, Information Technology, or other relevant fields.
- Previous experiences in B2B SaaS is a plus.
- Experience working with data and understanding of ETL processes is a plus.
- Experience providing training on technology in a health care or SaaS environment is a huge plus.
Competencies
- Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
- Manages Ambiguity – Operating effectively, even when things are not certain, or the way forward is not clear.
- Decision Quality – Making good and timely decisions that keep the organization moving forward.
- Interpersonal Savvy – Relating openly and comfortably with diverse groups of people.
- Being Resilient – Rebounding from setbacks and adversity when facing difficult situations.
- Self-Development – Actively seeking new ways to grow and be challenged using both formal and informal development channels.
Physical Requirements:
- Frequent on-site, team interaction.
- Frequently sitting, standing, and walking.
- Occasional to frequent repetitive motion.
- Frequent talking and listening in person and over the phone.
- Close up and distance vision requirements.
Pay: $80,000.00 - $125,000.00 per year
Benefits:
- 401(k) 4% Match
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: Hybrid remote in Folsom, CA 95630
