Customer Success Manager

Customer Success Manager

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.

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