Note: The job is a remote job and is open to candidates in USA. Opio Connect, Inc. provides healthcare technology for opioid treatment programs through ZING robotic methadone dose assembly systems and related solutions. The Customer Success Manager will own early-morning customer support, monitor systems, resolve or escalate issues, and build relationships with clinics. The role also coordinates onboarding, EHR readiness, training, deployment preparation, documentation, and customer experience improvements.
Responsibilities
- Proactively monitor ZING robotic methadone dose assembly systems and alerts across our customer sites
- Rapidly reach out to clinics when you notice something that may need attention — sometimes before the clinic ever needs to contact us
- Support opioid treatment programs with electronic health records and inventory-related questions
- Communicate directly with customers by phone, text, and FaceTime
- Liaise with Opio’s engineering team and service professionals if technical or onsite support is required
- Learn to troubleshoot common first-line service needs
- Stay upbeat, calm, and reassuring when a clinic is busy or something isn't going as expected
- Take ownership of customer issues and follow through until they're resolved or successfully handed off
- Follow up with customers after issues are resolved
- Build genuine relationships with the nurses and teams who use ZING every day
- Coordinate customer onboarding from the time a clinic begins preparing for ZING through go-live
- Serve as a consistent point of contact for the clinic throughout the onboarding process
- Coordinate EHR readiness and help ensure the clinic and Opio teams have what they need before go-live
- Coordinate deployment preparation, including scheduling machine shipping and clinic arrival
- Own clinic training coordination and make sure the right team members are prepared before launch
- Manage completion of ZING certification training and track clinic readiness
- Follow up on outstanding onboarding items and keep customers and internal teams informed
- Help make sure every clinic feels confident and prepared when ZING goes live
- Document every customer interaction and issue clearly and consistently
- Create tickets and provide organized, thorough handoffs to our engineering team
- Help create and improve SOPs, customer training materials, and support processes
- Identify recurring issues and opportunities to make the customer experience better
- Help develop a scalable training platform as our customer base grows
- Help us build the knowledge and processes that can eventually support AI-assisted alert response and a growing customer experience team
Skills
- Minimum of 5 years of experience in customer experience, customer support, healthcare technology, product support, nursing, healthcare, or a similar role
- Experience with healthcare technology systems or robotic automation required
- Ability to learn a technology platform well enough to confidently troubleshoot common first-line issues and know when to escalate
- Strong customer communication skills across phone, video, text, and written communication
- Experience working effectively with technical or engineering teams to investigate and resolve customer issues
- Exceptional follow-through, documentation, and attention to detail
- Ability to remain calm, confident, and solutions-oriented when customers are under pressure
- Strong organizational skills and the ability to manage multiple clinics, issues, onboarding activities, and deadlines without letting things fall through the cracks
- Comfort learning and working across multiple systems, including customer portals, EHRs, ticketing/project-management tools, and communication platforms
- Interest in understanding why issues occur , identifying patterns, and helping improve SOPs, training, workflows, and support processes
- Comfortable using data and support metrics to understand how we're doing and where the customer experience can improve
- Curiosity about how AI and automation can make customer support faster and better without losing the human connection
- Ability to work independently, take initiative, and make good decisions while staying closely connected with the broader Opio team
- Exceptional reliability and punctuality , particularly given the 5:00 a.m. ET start time
- A particular degree is not required
- You'll work remotely Monday through Friday from 5:00am to roughly 1:00pm. Eastern
- Candidates must live in the Eastern Time Zone and have reliable high-speed internet and a quiet, professional home workspace
- Nursing experience or experience working in an opioid treatment program is strongly preferred
- Project management experience , experience with Monday.com or similar PM tool strongly preferred
- Experience with pharmacy automation, healthcare robotics, medical devices, EHRs, field service, or healthcare hardware would be especially valuable
- Technical certifications or training are a plus, but not required
Benefits
- Health insurance
- 401(k)
- Paid time off
- Paid holidays
- Stock options
- Remote work
- Meaningful room to grow with us, including potential opportunities in customer experience leadership, training, and deployment
Company Overview