Customer Success Analyst

February 16

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Arcadia

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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.

Healthcare Analytics • Value-based Care • Population Health Management • Care Management • Predictive Analytics

201 - 500 employees

💰 $29.5M Venture Round on 2020-01

📋 Description

• At Arcadia.io, The Customer Success Analyst (CSA) has complete responsibility for the management of steady state activities for all of Arcadia’s non-enterprise clients. • CSAs commit to the ongoing work of making satisfied customers, through ensuring strong data quality, rapid and effective support, and smooth upgrades. • The CSA 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. • CSAs 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 CSA will prioritize post-implementation scope, communicate timelines, and manage delivery. • In this position, you will be a member of the Customer Success Management team within Arcadia’s Customer Management division. • You will work closely with implementation management, production support SMEs, engineering, and account management. • What Success Looks Like In 3 months: Complete Arcadia Core Platform certification, Complete onboarding requirements, Coordinate with internal teams and track against project status/timelines, Know each assigned customers’ scope of work and organizational goals, Act as the primary CSA on assigned customer accounts with oversight, Manage day to day operations of each customer. • In 6 months: Be able to provide clients with a demo of functionality, Create and manage to project timelines, Understand Arcadia’s data ingestion processes, Drive issue resolution through coordination with internal teams, Begin to gain an understanding of healthcare data, Have an awareness of some of Arcadia’s product configuration options. • In 12 months: Manage customer accounts independently with minimal oversight, Exhibit an in depth understanding of Arcadia products, Provide training tailored to the customer needs across the Arcadia product suite, Understand and translate issue impact relative to customers’ business needs, Use technical skills and critical thinking to investigate highly complex issues and develop remediation plans in collaboration with cross-functional teams, Help troubleshoot the data ingestion process, Demonstrate a robust understanding of EHR and claims data, Develop strategies to help a client reach their business goals through product configuration changes and trainings.

🎯 Requirements

• 1-3 years related work experience • Bachelor’s degree in IT or related technical filed (Computer Science, Information Management, Mathematics, or other analytical discipline) or equivalent professional work experience • Strong communication skills including the ability to interact with customers and explain technical concepts, issue resolutions and product functionality clearly to 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 • Thrive as a self-starter with the curiosity and tenacity to learn complex concepts • Healthcare industry experience

🏖️ Benefits

• CSA will be a high growth position with deep exposure to Arcadia’s products, tools and processes. • 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 • Be a member of the Arcadian and Barkadian Community