Customer Success Analyst (CSA)

Employment Type: Full-time

Position Overview

At Arcadia.io, the Customer Success Analyst (CSA) is responsible for the management of steady-state activities for all of Arcadia’s non-enterprise clients. CSAs are dedicated to ensuring customer satisfaction through strong data quality, rapid and effective support, and smooth upgrades. The CSA will demonstrate an intimate understanding of Arcadia functionality and its application to value-based care, leading product trainings, mitigating issues, and reconfiguring tools to meet new business goals. CSAs possess a knack for troubleshooting complex technical issues, enjoy delving into details, 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.
• Understand each assigned customer’s 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 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 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.

Responsibilities

• Serve as the primary day-to-day point of contact for customers live on the Arcadia platform.
• Connect platform functionality, data dependencies/data model, and customer use cases to fully identify issues and conceptualize impact.
• Investigate escalated and highly complex issues and develop remediation plans with internal teams.
• Drive complex issue resolution through collaboration with internal teams.
• Manage the implementation of product upgrades, significant platform changes, annual quality measure updates, and data integration quality control processes.
• Provide ongoing Care Management Support.
• Interact with customers and clearly explain issue root cause/remediation and product functionality.
• Learn customers’ business goals to facilitate internal decisions, e.g., strategize platform upgrades, prioritization of updates, understand issue impact, internal escalation.
• Conduct supplementary customer trainings and demos across the Arcadia product suite.

Application Instructions

• [Specific application instructions would go here if provided]

Company Information

• Company: Arcadia.io
• Division: Customer Management
• Team: Customer Success Management