Customer Success Manager

The role

The Customer Success Manager is the primary day-to-day contact for assigned customers live on the Arcadia platform. The role drives adoption of Arcadia capabilities, manages issues and implementation projects, and builds long-term customer relationships.

What you will do

• Serve as the primary day-to-day point of contact for customers live on the Arcadia platform
• Drive adoption and scale the use of Arcadia capabilities at customers
• Investigate escalated and highly complex issues and develop remediation plans with internal teams
• Manage the implementation of product upgrades, platform changes, annual quality measure updates, and data integration quality control
• Conduct customer trainings and demos across the Arcadia product suite
• Communicate issue root cause, remediation and product functionality to customers
• Translate between internal and external teams on complex technical concepts and business needs
• Educate customers on data integration, data processing, upgrades and issue resolution
• Share accountability for achieving and maintaining high Net Promoter Scores for assigned customers
• Relay customer feedback to product and engineering teams on feature improvements

Required qualifications

• 5+ years of related work experience as a Customer Success Manager
• Bachelor's degree in IT or a 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 explaining technical concepts and product functionality clearly to customers
• Experience communicating with a wide range of audiences (tech, business, clinical, executive)
• Excellent presentation skills and ability to create materials in Microsoft PowerPoint, Excel and Word
• Strong analytical, quantitative, problem solving and organizational skills
• Attention to detail and ability to coordinate multiple tasks, set priorities and meet deadlines
• Self-starter with the curiosity and tenacity to learn complex concepts
• Ability to regularly learn new skills, make timely decisions and adapt to change
• Exceptional ability to complete committed follow-ups and tasks
• Ability to travel approximately 30%

Nice to have

• Multiple years in IT support or relevant experience
• Healthcare industry experience
• Experience with SQL Server, Microsoft Office, JIRA and others to resolve complex big data issues
• Additional programming language experience
• Experience in value-based care, with 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

Benefits

• Flexible, remote friendly company
• Employee driven programs and initiatives for personal and professional development
• Flextime time off
• Membership in the Arcadian and Barkadian Community

Before you apply

• Ability to follow all Security policies and procedures to protect PHI and Arcadia intellectual property

About the company

Arcadia.io helps innovative providers and payers transform healthcare to reduce cost while improving patient health, by aggregating large amounts of disparate data and making opportunities actionable at the point of care. It is a market leader in the population health management software market.