Customer Success Manager

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