arcadia - Senior Manager, Customer Success
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Requirements
• 5+ years of experience in Customer Success, Account Management, or Consulting within healthcare technology • 2+ years of experience managing and mentoring customer success or account management teams • Bachelor’s degree in IT or related technical field (Computer Science, Information Management, Mathematics, or other analytical discipline) or equivalent professional work experience • Strong understanding of value-based care, population health, and healthcare data analytics • Exceptional ability to translate complex technical concepts into business value for customers • Strong communication skills including the ability to interact with customers and explain technical concepts and product functionality clearly • Experience managing executive-level relationships and driving C-suite engagement • Excellent communication skills, including the ability to present to diverse audiences • 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 organization 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% • ## Would Love for You to Have • Multiple years in IT support and relevant experience in value-based care/population health management • Experience using technologies such as SQL Server, 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 • ## What You'll Get • Be a key leader in transforming healthcare technology and improving patient outcomes • 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
Responsibilities
• Manage, mentor, and coach Customer Success Managers, fostering a high-performance culture • Be a resource with shared accountability for achieving and maintaining high Net Promoter Scores for assigned customers • Developing strong customers relationships and effectively communicating with executive stakeholders • Learning customers’ business goals to facilitate delivery of projects and capabilities to support the strategic vision of each customer • Lead quarterly business reviews (QBRs) to assess customer performance, demonstrate ROI, and define strategic initiatives • Develop and execute customer success plans that align Arcadia’s solutions with customer business objectives, ensuring measurable outcomes • Partner with customer success managers in your pod to drive adoption and expansion of Arcadia’s capabilities, increasing customer value and engagement • Act as a trusted advisor, guiding customers on industry trends, best practices, and data-driven decision-making • Define and implement the best practices for account management, issue resolution, and strategic planning • Support team members in managing escalations, resolving complex challenges, and driving customer satisfaction • Collaborate with Product, Engineering, and Implementation teams to relay customer feedback and drive product enhancements • Work closely with the Strategic Growth team to identify upselling and expansion opportunities within assigned accounts • Oversee contract renewals, ensuring proactive engagement and retention strategies • Gain an in-depth understanding of value-based care and how Arcadia tools support customers to achieve success across multiple population health programs by mastering the Arcadia Product Suite
Benefits
• As a Senior Customer Success Manager (Senior CSM) at Arcadia.io, you will take ownership of a portfolio of enterprise and strategic customers, ensuring alignment between Arcadia’s solutions and customers' business objectives. You will also lead a team of Customer Success Managers (CSMs), providing mentorship, guidance, and oversight to drive best-in-class customer outcomes. The Senior CSM plays a key role in fostering long-term relationships, driving adoption, and delivering strategic value to customers. • You will leverage your expertise in healthcare technology, data analytics, and customer success best practices to proactively manage customer health, escalate risks, and identify opportunities for growth. This role requires a blend of strategic thinking, technical acumen, and leadership to ensure that Arcadia’s customers maximize the value of our solutions. • In this position, you will work closely with division leaders, customer success managers, implementation management, production support SMEs, engineering, product managers and service desk teams. • What Success Looks Like • Complete Arcadia Core Platform certification and onboarding requirements • Successfully onboard to all customers in assigned portfolio • Establish relationships with key stakeholders across assigned accounts • Develop strategic account plans for customers under management • Gain proficiency in Arcadia’s data processes and platform capabilities • Coordinate with internal teams to create and execute against project timelines • Deploy structure for managing, mentoring and coaching Customer Success Managers in your pod • Show a base understanding of how Arcadia supports several population health programs focused on Cost, Utilization, Quality and Risk performance • Have a strong understanding of Arcadia’s security protocols and processes • Convey ideas and solutions effectively, professionally and with appropriate sensitivity through verbal and written communication • Lead customer strategy sessions, ensuring clear roadmaps and adoption plan to help clients reach their business goals • Proactively identify at-risk accounts and implement retention strategies • Provide hands-on training and mentorship to Customer Success Managers • Understand Arcadia’s data ingestion processes and be able to troubleshoot processing issues at a high-level • Be able to guide clients through recommended product configurations that are in alignment with clients’ goals and initiatives • Demonstrate fluency in the interconnectivity between product functionality, data quality, data dependencies, and a client’s end use case • Use technical skills and critical thinking to assist in investigating highly complex issues. Develop and execute against remediation plans • Understand and translate issue impact relative to customers’ business needs • Full accountability for direct Customer Success Managers who are leading small to medium implementation projects for Arcadia data feeds and applications • Leverage Arcadia tools to monitor adoption of Arcadia capabilities and flag risks • Alongside a division leader, co-lead a contract renewal strategy for an applicable customer • Partner with Strategic Growth team to drive upsell and cross-sell opportunities • Lead process improvement initiatives to enhance customer success operations • Contribute to hiring and training efforts for growing the Customer Success team • Own and execute customer expansion strategies, driving measurable business value • Be wholly responsible for leading and completing a customer’s contract renewal • Contribute to hiring efforts for growing the Customer Success team • Arcadia is dedicated to happier, healthier days for all. We believe that there is a better healthcare world – one powered by data. Our platform transforms complex, diverse data into a unified foundation for health, helping organizations deliver better care, boost revenue, and lower costs. • We’re a team of fiercely driven individuals committed to making healthcare more sustainable—and we’re looking for passionate people to help us get there. • For more information, visit arcadia.io. • Being a member of the Arcadian and Barkadian Community
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