Customer Success Manager
Posted on 3/18/2023
INACTIVE
Arcadia

501-1,000 employees

Unified health data platform for actionable insights
Company Overview
Arcadia stands out as a leader in the health data industry, transforming diverse data into actionable insights to advance care, research, and financial success. Their commitment to creating happier, healthier days is reflected in their culture, fostering a work environment that values growth and achievement. With a strategic focus on technical innovation, Arcadia continues to maintain a competitive edge in the industry.
Data & Analytics

Company Stage

Seed

Total Funding

$197.5M

Founded

2002

Headquarters

Boston, Massachusetts

Growth & Insights
Headcount

6 month growth

-2%

1 year growth

24%

2 year growth

15%
Locations
Remote • Dorchester, Boston, MA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Requirements
  • Act as the primary CSM on assigned customer accounts with minimal oversight
  • Manage day to day operations of each customer, including awareness of any escalations
  • Train customers on the base platform and be able to tailor the training to customers' needs
  • Understand Arcadia's data ingestion processes
  • Be able to articulate and guide clients through Arcadia's product configuration options for a subset of products
  • Use technical skills and critical thinking to investigate highly complex issues and develop remediation plans in collaboration with cross-functional teams
  • Understand and translate issue impact relative to customers' business needs
  • Help troubleshoot the data ingestion process
  • 2-5 years related work experience
  • Bachelor's degree in IT or related technical filed (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
  • 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
Responsibilities
  • Complete Arcadia Core Platform certification
  • Complete onboarding requirements
  • Create and manage to project timelines
  • Coordinate with internal teams and track against project status/timelines
  • Provide support to assigned customer accounts with oversight
  • Know each assigned customers' scope of work and organizational goals
  • Drive issue resolution through coordination with internal teams
  • Serving as the primary day-to-day point of contact for a portfolio of customers live on the Arcadia platform
  • Connecting the dots between platform functionality, data dependencies/data model, and customer use cases to facilitate solutioning, provide guidance, and mitigate potential issues
  • Investigating escalated and highly complex issues and developing remediation plans with internal and external teams. Driving complex issue resolution through collaboration with internal teams
  • Managing the implementation of complex product upgrades, platform configuration changes, annual quality measure updates, and data quality control processes
  • 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
  • Supporting the onboarding of new team members to the customer success team
  • Gaining an in depth understanding of 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
Desired Qualifications
  • 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
  • Knowledge of HIPAA, experience with an EHR, or experience in a secure data systems environment is a plus