Customer Success Manager

Remote
Operations – Customer Success /
Full-time Remote /
Remote
Arcadia is dedicated to happier, healthier days for all. We transform diverse data into a unified fabric for health. Our platform delivers actionable insights for our customers to advance care and research, drive strategic growth, and achieve financial success. For more information, visit arcadia.io.

Why This Role Is Important to Arcadia

At Arcadia.io, the Customer Success Manager (CSM) has complete responsibility for the management of steady state activities for all of Arcadia’s non-enterprise clients. CSMs commit to the ongoing work of making satisfied customers, through ensuring strong data quality, rapid and effective support, and smooth upgrades. The CSM displays an intimate understanding of Arcadia functionality and can marry this understanding with their knowledge of value-based care to lead product trainings, mitigate issues, and reconfigure tools to meet new business goals. A CSM’s experience and skills enable them to independently manage a portfolio of customer accounts operating as the clients’ primary point of contact. CSMs build long term relationships with their clients and are vested in their success.

CSMs have a knack for troubleshooting complex technical issues, enjoy getting into the weeds, and excel at critical problem solving. As the customer’s primary point of contact, the CSM will prioritize post-implementation scope, communicate timelines, and manage delivery.

In this position, you will be a member of the newly formed Customer Success Management team within Arcadia’s Customer Management division. You will work closely with account management, implementation management, production support SMEs, engineering, and service desk teams.

What Success Looks Like
In 3 months
· Complete Arcadia Core Platform certification
· Complete onboarding requirements
· Create and manage to project timelines
· Coordinate with internal teams and track against project status/timelines
· Provide support to assigned customer accounts with oversight
· Know each assigned customers’ scope of work and organizational goals
· Drive issue resolution through coordination with internal teams

In 6 months
· Act as the primary CSM on assigned customer accounts with minimal oversight
· Manage day to day operations of each customer, including awareness of any escalations
· Train customers on the base platform and be able to tailor the training to customers’ needs
· Understand Arcadia’s data ingestion processes
· Be able to articulate and guide clients through Arcadia’s product configuration options for a subset of products
· Use technical skills and critical thinking to investigate highly complex issues and develop remediation plans in collaboration with cross-functional teams
· Understand and translate issue impact relative to customers’ business needs
· Help troubleshoot the data ingestion process

In 12 months
· Manage several customer accounts independently with support from Customer Success Analyst(s)
· Train customers across Arcadia product suite
· Demonstrate fluency in the interconnectivity between product functionality, data quality, data dependencies, and a client’s end use case
· Develop strategies to help a client reach their business goals through solutioning, product configuration changes and trainings
· Guide clients through Arcadia’s production configuration options across all products
· Develop strategies to help a client reach their business goals through product configuration changes and trainings

What You'll Be Doing

    • Serving as the primary day-to-day point of contact for customers live on the Arcadia platform
    • Connecting the dots between platform functionality, data dependencies/data model, and customer use cases to fully identify issues and conceptualize impact
    • Investigating escalated and highly complex issues and developing remediation plans with internal teams. Driving complex issue resolution through collaboration with internal teams
    • Managing the implementation of product upgrades, significant platform changes, annual quality measure updates, and data integration quality control processes. Providing ongoing Care Management Support
    • Interacting with customers and clearly explaining issue root cause/remediation and product functionality
    • Learning customers’ business goals to facilitate internal decisions, e.g. strategize platform upgrades, prioritization of updates, understand issue impact, internal escalation
    • Conducting supplementary customer trainings and demos across the Arcadia product suite
    • Acting as the translator between internal and external teams regarding complex technical concepts and business needs
    • Educating customers on Arcadia processes including data integration, nightly processing, upgrades, issue resolution
    • Gaining an in depth understanding of value-based care and how Arcadia tools support customers to achieve success
    • Mastering the Arcadia Product Suite and understanding Arcadia’s data flow processes
    • Helping to shape a new team and to design the customer intake process
    • Leveraging tools such as Jira, Confluence, Box, and SQL

What You'll Bring

    • 2-5 years related work experience
    • Bachelor’s degree in IT or related technical field (Computer Science, Information Management, Mathematics, or other analytical discipline) or equivalent professional work experience
    • Experience working in technology or healthcare, preferably on the vendor side
    • Strong communication skills including the ability to interact with customers and explain technical concepts and product functionality clearly
    • Experience communicating with a wide range of audiences (tech, business, clinical, executive)
    • Regularly learn new skills, make timely decisions, and adapt well to change
    • Strong analytical, quantitative, problem solving and organizations skills
    • Attention to detail and ability to coordinate multiple tasks, set priorities and meet deadlines
    • Experience with Cloud Technologies, scripting, and common programming languages
    • Thrive as a self-starter with the curiosity and tenacity to learn complex concepts

Would Love for You to Have

    • Multiple years in IT support or relevant experience. Healthcare industry experience is a plus
    • Experience using technologies such as SQL Server, Microsoft Office, JIRA and others to aid our customers in resolving complex big data issues. Additional programming language experience is a plus
    • Experience interacting with Product and Engineering teams to identify and implement improvements to the software, and installation and configuration processes based on field Experience in value-based care. A robust understanding of EHR and claims data
    • Knowledge of HIPAA, experience with an EHR, or experience in a secure data systems environment is a plus

What You'll Get

    • Support a wide variety of customers in the healthcare space – all focused on pulling healthcare tech into modernity
    • Be a part of a mission driven company that is transforming the healthcare industry by changing the way patients receive care
    • A flexible, remote friendly company with personality and heart
    • Employee driven programs and initiatives for personal and professional development
    • Great benefits like flextime time off
    • Be a member of the Arcadian and Barkadian Community
    •  
      This position is responsible for following all Security policies and procedures in order to protect all PHI under Arcadia's custodianship as well as Arcadia Intellectual Properties.  For any security-specific roles, the responsibilities would be further defined by the hiring manager.
About Arcadia
Arcadia.io helps innovative providers and payers across the country transform healthcare to reduce cost while improving patient health. We do this by aggregating large amounts of disparate data, applying algorithms to identify opportunities to provide better patient care, and making those opportunities actionable by physicians at the point of care in near-real time. We are passionate about helping our customers drive meaningful outcomes. We are growing fast and have emerged as a market leader in the highly competitive population health management software market and have been recognized by industry analysts KLAS, IDC, Forrester, and Chilmark for our leadership. For a better sense of our brand and products, please explore our website.

This position is responsible for following all Security policies and procedures in order to protect all PHI under Arcadia's custodianship as well as Arcadia Intellectual Properties.  For any security-specific roles, the responsibilities would be further defined by the hiring manager.