Full-Time Customer Success Analyst

Why This Role is Important to Arcadia

At Arcadia.io, The Customer Success Analyst (CSA) is responsible for the management of steady state activities for non-enterprise clients. CSAs ensure customer satisfaction through strong data quality, rapid support, and smooth upgrades.

What Success Looks Like

1. In 3 months: Complete Arcadia Core Platform certification, onboarding requirements, coordinate with internal teams, track project status/timelines, understand customer scope of work and goals, and act as the primary CSA on assigned accounts.
2. In 6 months: Provide client demos, create/manage to project timelines, understand Arcadia's data ingestion, drive issue resolution, and begin understanding healthcare data and product configuration.
3. In 12 months: Manage accounts independently, exhibit in-depth product understanding, provide tailored trainings, understand issue impact, investigate complex issues, troubleshoot data ingestion, understand EHR and claims data, and develop strategies for customer goal achievement.

What You'll Be Doing

• Serve as the primary day-to-day contact for customers.
• Connect platform functionality with data dependencies and customer use cases to identify issues and conceptualize impact.
• Investigate and resolve escalated and highly complex issues.
• Manage product upgrades, platform changes, quality measure updates, and data integration.
• Provide ongoing Care Management Support.
• Learn customer business goals to facilitate internal decisions.
• Conduct supplementary customer trainings and demos.
• Act as a translator between internal and external teams.
• Educate customers on Arcadia processes (data integration, upgrades, etc.).
• Gain a deep understanding of value-based care and Arcadia's support.
• Master the Arcadia Product Suite and understand data flow.
• Help design customer intake processes.
• Leverage tools like Jira, Confluence, Box, and SQL.

What You'll Bring

• 1-3 years of related experience
• Bachelor's degree in IT or a related field, or equivalent experience
• Strong communication skills (explain technical concepts to diverse audiences)
• Strong analytical, problem-solving, and organizational skills
• Attention to detail and ability to coordinate multiple tasks
• Curiosity and tenacity to learn complex concepts
• Healthcare industry experience is a plus
• Experience with technologies like SQL Server, Microsoft Office, Jira.
• Experience interacting with Product and Engineering teams

What You'll Get

• High-growth position with deep product exposure.
• Frequent promotion opportunities.
• Support a wide range of healthcare customers.
• Be part of a mission-driven company.
• Flexible, remote-friendly environment.
• Employee-driven development programs.
• Great benefits.

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