Remote Customer Success Analyst
Why This Role Matters at Arcadia
At Arcadia.io, the Customer Success Analyst (CSA) plays a critical role in managing ongoing operations for non-enterprise clients. CSAs are dedicated to building strong customer relationships by ensuring data quality, delivering efficient support, and facilitating seamless platform upgrades.
With in-depth knowledge of Arcadia’s platform and value-based care, CSAs lead product trainings, resolve technical issues, and tailor solutions to evolving business needs. They excel in troubleshooting complex challenges, problem-solving, and understanding intricate details. As the primary customer contact, the CSA oversees post-implementation activities, manages timelines, and coordinates with internal teams, including implementation, engineering, and account management.
What Success Looks Like
In 3 Months
- Complete Arcadia Core Platform certification and onboarding.
- Track project statuses and timelines in coordination with internal teams.
- Gain a clear understanding of assigned customers’ scope and objectives.
- Begin managing daily operations for assigned accounts with supervision.
- Act as the primary CSA on designated accounts.
In 6 Months
- Confidently demonstrate Arcadia platform functionality to clients.
- Manage project timelines efficiently.
- Understand Arcadia’s data ingestion process and drive issue resolution.
- Develop foundational knowledge of healthcare data and product configurations.
In 12 Months
- Independently manage customer accounts with minimal oversight.
- Demonstrate deep expertise in Arcadia’s products and data processes.
- Deliver customized training across Arcadia’s product suite.
- Assess customer needs and develop strategic solutions.
- Troubleshoot data ingestion and understand EHR and claims data intricacies.
- Guide clients in achieving business goals through product configuration and training.
Key Responsibilities
- Serve as the primary point of contact for customers using the Arcadia platform.
- Bridge the gap between platform functionality, data dependencies, and customer use cases.
- Investigate and resolve complex issues in collaboration with internal teams.
- Oversee implementation of product upgrades and platform enhancements.
- Educate customers on Arcadia’s processes, including data integration and nightly processing.
- Conduct training sessions and demos for customers.
- Translate technical concepts into actionable business insights for clients.
- Master Arcadia’s product suite and data flow processes.
- Contribute to improving customer intake processes and team development.
- Utilize tools like Jira, Confluence, Box, and SQL for issue tracking and resolution.
What You’ll Bring
- 1-3 years of relevant experience in a technical or customer-facing role.
- Bachelor’s degree in IT, Computer Science, Information Management, Mathematics, or a related analytical field—or equivalent professional experience.
- Strong communication skills, capable of explaining technical concepts to diverse audiences.
- Analytical and problem-solving abilities with keen attention to detail.
- Ability to manage multiple priorities and deadlines effectively.
- Self-starter mindset with curiosity and determination to learn complex systems.
- Healthcare industry experience is a plus.
Preferred Qualifications
- Experience in IT support, preferably in the healthcare industry.
- Familiarity with SQL Server, Microsoft Office, JIRA, and other data analysis tools.
- Experience collaborating with Product and Engineering teams to drive software improvements.
- Previous work experience at an EHR, Health Plan, or healthcare organization.
What You’ll Get
- Opportunities for career growth in implementation, production, or technical teams.
- The chance to collaborate with healthcare customers driving meaningful change.
- A mission-driven company using data insights to transform healthcare.
- A flexible, remote-friendly work culture with strong team collaboration.
- Employee-led initiatives for professional and personal development.
- Comprehensive benefits package, including:
- 💰 401(k) & matching
- 🌎 Remote-first culture
- ⏰ Flexible work schedules
- 🤓 Vision insurance
- 🦷 Dental insurance
- 🚑 Medical insurance
- 🏖 Unlimited vacation & PTO
- 📚 Learning and development budget
- 💪 Free gym membership
- 🧘 Mental wellness support
- 🖥 Home office budget
- 🚫 No micromanagement or office politics
About Arcadia
Arcadia.io partners with providers and payers across the nation to transform healthcare by reducing costs and improving patient outcomes. We aggregate vast amounts of healthcare data, apply analytics to uncover care opportunities, and provide actionable insights to healthcare professionals. Recognized as a leader in population health management, we are rapidly growing and making a significant impact in the industry. Learn more at our website.
Security & Compliance
- This role requires adherence to Arcadia security policies to protect PHI and intellectual property.
- Specific security responsibilities will be outlined by the hiring manager.
Salary & Benefits
- Estimated salary: $55,000 – $70,000/year (based on industry benchmarks).
- Comprehensive benefits including:
- 401(k) & matching
- Medical, dental, and vision insurance
- Unlimited PTO
- Professional development opportunities
- Remote work flexibility
Location: 100% Remote
Join Arcadia and help revolutionize healthcare through technology-driven solutions!
