Customer Success Manager

🕒 March 31

🇺🇸 United States – Remote

💵 $70k - $112k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Arcadia

WebsiteLinkedInAll Job Openings

201 - 500 employees

💰 $29.5M Venture Round on 2020-01

Arcadia is dedicated to happier, healthier days for all. We transform diverse data into a unified fabric for health. Our platform delivers actionable insights for our customers to advance care and research, drive strategic growth, and achieve financial success. For more information, visit arcadia.io.

📋 Description

• 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%.

🏖️ Benefits

• 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