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Customer Success Analyst
Confirmed live in the last 24 hours
Locations
Remote • Pittsburgh, PA, USA • Dorchester, Boston, MA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Confluence
Data Science
JIRA
Management
SQL
Requirements
  • Manage customer accounts independently with minimal oversight
  • Exhibit an in depth understanding of Arcadia products
  • Provide training tailored to the customer needs across the Arcadia product suite
  • Understand and translate issue impact relative to customers' business needs
  • Use technical skills and critical thinking to investigate highly complex issues and develop remediation plans in collaboration with cross-functional teams
  • Help troubleshoot the data ingestion process
  • Demonstrate a robust understanding of EHR and claims data
  • Develop strategies to help a client reach their business goals through product configuration changes and trainings
  • 0-3 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
  • Strong communication skills including the ability to interact with customers and explain technical concepts, issue resolutions and product functionality clearly to 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
  • Healthcare industry experience
  • Multiple years in IT support or relevant experience
  • Experience interacting with Product and Engineering teams to identify and implement improvements to the software, and installation and configuration processes based on field experience and customer input
Responsibilities
  • 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
Desired Qualifications
  • 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
Arcadia

201-500 employees

Energy tech company
Company Overview
Arcadia's mission is to stop climate change by breaking the fossil fuel monopoly. Their technology is lighting a cleaner path forward for everyone, from everyday consumers and small businesses to the innovators building the next generation of energy products.
Benefits
  • Competitive compensation and paid time off
  • Comprehensive medical, dental, vision, and FSA plans
  • Paid parental leave for everyone
  • Remote work opportunities
  • Professional development and ongoing feedback
  • Company stock options and 401(k)
  • Snacks, beverages, and regular lunches in the office
  • On-site gym, new parent, and wellness rooms in DC
  • Commuter benefits and secure bike storage
  • 100% clean energy match for all employees
Company Core Values
  • Build for good
  • Build for all
  • Build with urgency
  • Build for simplicity
  • Build togethere