Customer Success Manager

| Remote
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Arcadia is dedicated to happier, healthier days for all. We transform diverse data into a unified fabric for health. Our platform delivers actionable insights for our customers to advance care and research, drive strategic growth, and achieve financial success. 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 the management of steady state activities for all of Arcadia’s non-enterprise clients. CSMs commit to the ongoing work of making satisfied customers, through ensuring 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 trainings, 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 troubleshooting complex technical issues, enjoy getting into the weeds, and excel at critical problem solving. As the customer’s primary point of contact, the CSM will prioritize post-implementation scope, communicate timelines, and manage delivery.


In this position, you will be a member of the newly formed Customer Success Management team within Arcadia’s Customer Management division. You will work closely with account management, implementation management, production support SMEs, engineering, and service desk teams.


What Success Looks Like

In 3 months

· 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


In 6 months

· 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


In 12 months

· Manage several customer accounts independently with support from Customer Success Analyst(s)

· 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

· Guide clients through Arcadia’s production configuration options across all products

· Develop strategies to help a client reach their business goals through product configuration changes and trainings

What You'll Be Doing

  • 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

What You'll Bring

  • 2-5 years related work experience
  • 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)
  • 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

Would Love for You to Have

  • 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
  • Knowledge of HIPAA, experience with an EHR, or experience in a secure data systems environment is a plus

What You'll Get

  • 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 (~22 day company average)
  • Be a member of the Arcadian and Barkadian Community
  •  

    This position is responsible for following all Security policies and procedures in order to protect all PHI under Arcadia's custodianship as well as Arcadia Intellectual Properties. For any security-specific roles, the responsibilities would be further defined by the hiring manager.

About Arcadia

Arcadia.io helps innovative providers and payers across the country transform healthcare to reduce cost while improving patient health. We do this by aggregating large amounts of disparate data, applying algorithms to identify opportunities to provide better patient care, and making those opportunities actionable by physicians at the point of care in near-real time. We are passionate about helping our customers drive meaningful outcomes. We are growing fast and have emerged as a market leader in the highly competitive population health management software market and have been recognized by industry analysts KLAS, IDC, Forrester, and Chilmark for our leadership. For a better sense of our brand and products, please explore our website.


This position is responsible for following all Security policies and procedures in order to protect all PHI under Arcadia's custodianship as well as Arcadia Intellectual Properties. For any security-specific roles, the responsibilities would be further defined by the hiring manager.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • PostgreSQLDatabases
    • HadoopDatabases
    • SQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • PixelmatorDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • HubspotEmail
    • HubspotLead Gen

Location

Our new corporate headquarters is located in Downtown Boston, a short walk from South Station. Easily accessible by public transit (MBTA, commuter rail, South Station Bus Terminal) and a short 30 minute Uber from Logan airport. A close walk to nearby coffee shops, restaurants, bars, and sights.

An Insider's view of Arcadia

What's something quirky about your company?

Arcadia's Got Talent (AGT) is an annual talent show that I won last year. The best part about AGT was that it encouraged me to work on something I am passionate about outside of work. All of the entries were amazing & I think it's really awesome that the company does things to bring people together and celebrate our passions outside of the office.

Gary

Engineering Manager

What does your typical day look like?

Every day is a little bit different, which I really love and helps keep me engaged! Most days I have a combination of phone screens and meetings with my hiring managers or team. I also help manage a lot of our brand partnerships that have projects through out the year and play a part in helping construct Arcadia's company culture as we scale.

Julie

Talent Acquisition Manager

How do you make yourself accessible to the rest of the team?

It's as easy as making time. I meet with my team members for one on ones to understand where their stressors are. Sometimes it's personal and I support with flexibility, time, or PeopleOps other times it's professional and these I tactically work with the team to coach or intervene.

Geo

Director, Engineering

How does the company support your career growth?

Arcadia is incredibly generous when it comes to career growth. I receive regular mentorship from my manager and leadership team. I also have a continuing education stipend that I use to take courses and attend conferences to further my skillset. My career path is mapped out and regularly adjusted with my professional interests and personal growth.

Mike

Senior Manager, Content

What are Arcadia Perks + Benefits

Arcadia Benefits Overview

Flexible working options, hybrid teams, and unlimited vacations are only a few of the incredible benefits you'll get at Arcadia. As a leader in HealthIT and data, we're making a mark on the standards of work-life balance. Take a look at some of the incredible perks of being an Arcadian.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Pair programming
Employee resource groups
Employee-led culture committees
Employee awards
Flexible work schedule
Remote work program
Diversity
Highly diverse management team
Diversity manifesto
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
We offer biweekly Yoga and guided cardio workout sessions as well as have a Fitness and Fun video library with prior classes for reference.
Mental health benefits
We have an EAP (Employee Assistance Program) in place and an ongoing webinars focusing on mental health, coping with COVID, and emotional well-being.
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Child Care & Parental Leave
Generous parental leave
Family medical leave
Company sponsored family events
Vacation + Time Off
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Fitness stipend
Home-office stipend for remote employees
We work with all of our employees to ensure they have an functional and comfortable home office with a focus on ergonomics.
Professional Development
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

At Arcadia we create programs and opportunities that allow connection with one another and bridge the work from home gap. We host themed events, contests with prizes, and provide resources for shared personal and professional interests.

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