[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Arcadia is dedicated to transforming healthcare through data integration and actionable insights. The Customer Success Manager (CSM) will manage non-enterprise client relationships, ensuring customer satisfaction by providing support, training, and troubleshooting complex issues. This role requires a deep understanding of Arcadia's platform and value-based care to effectively assist clients in achieving their business goals.

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 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

Skills

• 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 organizational 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
• 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

Education Requirements

• Bachelor’s degree in IT or related technical field (Computer Science, Information Management, Mathematics, or other analytical discipline) or equivalent professional work experience

Benefits

• Flextime time off

Company Overview