Customer Success Manager

Arcadia is dedicated to transforming healthcare through data. The Customer Success Manager (CSM) will be responsible for ensuring customer satisfaction and success by managing the adoption of Arcadia's capabilities and serving as the primary point of contact for non-enterprise clients.

Responsibilities:

• 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

Requirements:

• 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%
• 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