Customer Success Manager

Customer Success Manager

Remote

Operations - Customer Success

Full-time Remote

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.

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

In 12 months

What You'll Be Doing

What You'll Bring

Would Love For You To Have

What You'll Get

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.

Protect Yourself

If you have concerns about the authenticity of a job offer or recruitment-related communication claiming to be from Arcadia, we encourage you to verify by contacting us directly at (781) 202-3600 and select option 3. For more information, visit 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