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Customer Success Manager

Arcadia.io -
Remote

Apply Now

Job Details

Full-time
$70,000 - $112,000 a year

Benefits

Flextime

Qualifications

Customer communication

Full Job Description

Arcadia is dedicated to happier, healthier days for all. We believe that there is a better healthcare world – one powered by data. Our platform transforms complex, diverse data into a unified foundation for health, helping organizations deliver better care, boost revenue, and lower costs.

We’re a team of fiercely driven individuals committed to making healthcare more sustainable—and we’re looking for passionate people to help us get there.

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 end-to-end customer success for Arcadia’s non-enterprise clients. CSMs commit to the ongoing work of making satisfied customers, through ensuring collective adoption of Arcadia capabilities, 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 training, 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 connecting strategic business objectives to Arcadia’s capabilities, enjoy getting into the weeds, and excel at critical problem solving. The CSM leads cross-functional teams to effectively troubleshoot, and project manage complex technical issues. As the customer’s primary point of contact, the CSM will prioritize executing projects to support each client’s business objectives, increasing the adoption of Arcadia tools and capabilities, manage post-initial implementation projects, communicate timelines, and be the first line of expertise and support for Arcadia customers.

In this position, you will work closely with division leaders, implementation management, production support SMEs, engineering, product managers and service desk teams.

What Success Looks Like

In 3 months

Complete Arcadia Core Platform certification and onboarding requirements

Successfully onboard to all customers in assigned portfolio

Coordinate with internal teams to create and execute against project timelines

Communicate project status updates to customer leadership

Provide support to assigned customer accounts with oversight

Know each assigned customers’ scope of work and overarching Arcadia use cases

Drive issue resolution through coordination with internal teams

Show a base understanding of how Arcadia supports several population health programs focused on Cost, Utilization, Quality and Risk performance

Have a strong understanding of Arcadia’s security protocols and processes

Convey ideas and solutions effectively, professionally and with the appropriate sensitivity through verbal and written communication

In 6 months

Act as the primary CSM on assigned customer accounts with minimal oversight

Manage day to day operations of each customer

Train customers on the base platform and be able to tailor the training to customers’ needs

Understand Arcadia’s data ingestion processes and be able to troubleshoot processing issues at a high-level

Be knowledgeable on a customer’s strategic goals and initiatives supported through Arcadia

Be able to guide clients through recommended product configurations that are in alignment with clients’ goals and initiatives

Assist in leading and executing planning and adoption workshops with customers

Use technical skills and critical thinking to assist in investigating highly complex issues. Develop and execute against remediation plans

Understand and translate issue impact relative to customers’ business needs

Full accountability for managing small to medium implementation projects for Arcadia data feeds and applications

Develop strategic customer roadmaps, focusing on growth, adoption, and partnership in collaboration with management

Leverage Arcadia tools to monitor adoption of Arcadia capabilities and flag risks

Assist management in designing and executing a contract renewal strategy for an applicable customer

In 12 months

Manage several customer accounts independently

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

Have full accountability in developing strategic customer roadmaps, focusing on growth, adoption, and partnership

Assist in the onboarding and mentoring of new Customer Success Analysts and Customer Success Managers

Work with product and engineering teams to relay customer feedback on feature improvements.

Assist in the onboarding and mentoring of new Customer Success Analysts and Customer Success Managers

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 support capability adoption plans
Be a resource with shared accountability for achieving and maintaining high Net Promoter Scores for assigned customers
Driving adoption and scaling the use of Arcadia capabilities at your customers to pave a path for Arcadia capability growth
Investigating escalated and highly complex issues to develop remediation plans with internal teams. Driving complex issue resolution through collaboration with cross-functional Arcadia teams
Managing the implementation of product upgrades, significant platform changes, annual quality measure updates, and data integration quality control processes.
Developing strong customers relationships and effectively communicating 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 and managing platform adoption.
Conducting customer trainings and demos across the Arcadia product suite to facilitate adoption
Acting as the translator between internal and external teams regarding complex technical concepts and business needs
Educating customers on Arcadia processes including data integration, data processing, upgrades, issue resolution
Gaining an in depth understanding of value-based care and how Arcadia tools support customers to achieve success across multiple population health programs
Mastering the Arcadia Product Suite and understanding Arcadia’s data flow processes to be first line of support for customers
Leveraging tools such as Jira, Confluence, Smartsheet, and SQL

What You'll Bring

Years related work experience; Customer Success Manager: 5+
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)
Excellent presentation and communication skills, including the ability to create compelling materials in Microsoft PowerPoint, Excel, Word, etc.
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
Thrive as a self-starter with the curiosity and tenacity to learn complex concepts
Exceptional ability to complete committed follow-ups and tasks
Ability to travel approximately 30%.

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
Proven ability to lead successful client meetings with executive, operational, clinical, and technical stakeholders.
Knowledge of HIPAA, experience with EHR and/or Claims data, 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

$70,000 - $112,000 a year

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.

Protect Yourself

If you have concerns about the authenticity of a job offer or recruitment-related communication claiming to be from Arcadia, we encourage you to verify by contacting us directly at (781) 202-3600 and select option 3. For more information, visit 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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Apply Now

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