lever
Customer Success Manager
Arcadia
Remote, USA
Full Time, Part Time, Contract, Internship, Temporary, Seasonal, Volunteer
Senior · 5+ years experience
Remote
USD 70000-112000 yearly / year
Discovered 1 months ago
JiraConfluenceSmartsheetSQLMicrosoft Office
Key Skills for This Role
JiraConfluenceSmartsheetSQLMicrosoft Office
Full Job Posting
- 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 support capability adoption plans
- Be a resource with shared accountability for achieving and maintaining high Net Promoter Scores for assigned customers
- Driving adoption and scaling the use of Arcadia capabilities at your customers to pave a path for Arcadia capability growth
- Investigating escalated and highly complex issues to develop remediation plans with internal teams. Driving complex issue resolution through collaboration with cross-functional Arcadia teams
- Managing the implementation of product upgrades, significant platform changes, annual quality measure updates, and data integration quality control processes.
- Developing strong customers relationships and effectively communicating 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 and managing platform adoption.
- Conducting customer trainings and demos across the Arcadia product suite to facilitate adoption
- Acting as the translator between internal and external teams regarding complex technical concepts and business needs
- Educating customers on Arcadia processes including data integration, data processing, upgrades, issue resolution
- Gaining an in depth understanding of value-based care and how Arcadia tools support customers to achieve success across multiple population health programs
- Mastering the Arcadia Product Suite and understanding Arcadia’s data flow processes to be first line of support for customers
- Leveraging tools such as Jira, Confluence, Smartsheet, and SQL
- Years related work experience; Customer Success Manager: 5+
- 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)
- Excellent presentation and communication skills, including the ability to create compelling materials in Microsoft PowerPoint, Excel, Word, etc.
- 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
- Thrive as a self-starter with the curiosity and tenacity to learn complex concepts
- Exceptional ability to complete committed follow-ups and tasks
- Ability to travel approximately 30%.
- 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
- 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
- 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 is a plus
- 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
About Arcadia
Software & SaaS545 employeesFounded 2002
Healthcare data analytics platform that unifies data for payers, providers, and government organizations.
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