[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Arcadia is dedicated to transforming healthcare through data integration and actionable insights. The Customer Success Manager (CSM) will manage non-enterprise client relationships, ensuring customer satisfaction by providing support, training, and troubleshooting complex issues. This role requires a deep understanding of Arcadia's platform and value-based care to effectively assist clients in achieving their business goals.ResponsibilitiesServing as the primary day-to-day point of contact for customers live on the Arcadia platformConnecting the dots between platform functionality, data dependencies/data model, and customer use cases to fully identify issues and conceptualize impactInvestigating escalated and highly complex issues and developing remediation plans with internal teams. Driving complex issue resolution through collaboration with internal teamsManaging the implementation of product upgrades, significant platform changes, annual quality measure updates, and data integration quality control processes. Providing ongoing Care Management SupportInteracting with customers and clearly explaining issue root cause/remediation and product functionalityLearning customers’ business goals to facilitate internal decisions, e.g. strategize platform upgrades, prioritization of updates, understand issue impact, internal escalationConducting supplementary customer trainings and demos across the Arcadia product suiteActing as the translator between internal and external teams regarding complex technical concepts and business needsEducating customers on Arcadia processes including data integration, nightly processing, upgrades, issue resolutionGaining an in depth understanding of value-based care and how Arcadia tools support customers to achieve successMastering the Arcadia Product Suite and understanding Arcadia’s data flow processesHelping to shape a new team and to design the customer intake processLeveraging tools such as Jira, Confluence, Box, and SQLSkills2-5 years related work experienceBachelor's degree in IT or related technical field (Computer Science, Information Management, Mathematics, or other analytical discipline) or equivalent professional work experienceExperience working in technology or healthcare, preferably on the vendor sideStrong communication skills including the ability to interact with customers and explain technical concepts and product functionality clearlyExperience communicating with a wide range of audiences (tech, business, clinical, executive)Regularly learn new skills, make timely decisions, and adapt well to changeStrong analytical, quantitative, problem solving and organizational skillsAttention to detail and ability to coordinate multiple tasks, set priorities and meet deadlinesExperience with Cloud Technologies, scripting, and common programming languagesThrive as a self-starter with the curiosity and tenacity to learn complex conceptsMultiple years in IT support or relevant experience. Healthcare industry experience is a plusExperience 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 plusExperience 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 careA robust understanding of EHR and claims dataKnowledge of HIPAA, experience with an EHR, or experience in a secure data systems environment is a plusEducation RequirementsBachelor’s degree in IT or related technical field (Computer Science, Information Management, Mathematics, or other analytical discipline) or equivalent professional work experienceBenefitsFlextime time offCompany OverviewHealthcare data analytics platform It was founded in 2007, and is headquartered in Boston, Massachusetts, USA, with a workforce of 201-500 employees. Its website is https://arcadia.io.