200+ applicants

Company

Arcadia · 1 day ago

Customer Success Manager

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

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AnalyticsData Integration

Hiring Manager

Anderson Centeno

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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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Arcadia Core Platform certificationCustomer Success ManagementData ingestion processesTechnical troubleshootingSQLCloud TechnologiesProgramming languagesJiraConfluenceBoxValue-based careEHR knowledgeHIPAA knowledge

Required

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

Preferred

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