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.

For more information, visit arcadia.io.

Why This Role Is Important to Arcadia

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