Customer Success Manager

April 20

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Arcadia

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We transform data into powerful insights that deliver results.

Healthcare Analytics • Value-based Care • Population Health Management • Care Management • Predictive Analytics

201 - 500

💰 $29.5M Venture Round on 2020-01

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 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

Requirements

• 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 organizations 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

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