Why This Role is Important to Arcadia

At Arcadia.io , The Customer Success Analyst (CSA) has complete responsibility for the management of steady state activities for all of Arcadia’s nonenterprise 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 valuebased 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 postimplementation 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 statustimelines
· 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 crossfunctional 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

What Youll Be Doing
Serving as the primary daytoday point of contact for customers live on the Arcadia platform
Connecting the dots between platform functionality, data dependenciesdata 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 causeremediation 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 valuebased 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

What Youll Bring
13 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 selfstarter with the curiosity and tenacity to learn complex concepts
Healthcare industry experience

Would Love for You to Have
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 and customer input
Experience at an EHR, Health Plan, or other Healthcare organization

What Youll Get
CSA will be a high growth position with deep exposure to Arcadia’s products, tools and processes. We expect high throughput with frequent promotion to our implementation, production, or technical teams.
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
About ArcadiaArcadia.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 nearreal 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 YourselfIf you have concerns about the authenticity of a job offer or recruitmentrelated communication claiming to be from Arcadia, we encourage you to verify by contacting us directly at (781) 2023600 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 Arcadias custodianship as well as Arcadia Intellectual Properties. For any securityspecific roles, the responsibilities would be further defined by the hiring manager.

Customer Success Analyst

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