Teams at Arcadia (DC)

Leads revenue operations and customer account support by improving workflows, monitoring KPIs and SLAs, conducting root-cause analysis, coordinating offshore teams, and driving process changes. Manages customer portfolios, supports renewals and churn prevention, provides product feedback, handles technical support for utility data feeds and APIs, and develops team capabilities through coaching, goal setting, and performance management.

Leads a team of data analysts responsible for operational coverage, workload allocation, quality, productivity, SLAs, backlog management, and complex issue resolution. Reviews escalations, conducts root-cause analysis, coaches team members, prepares performance reports, coordinates with stakeholders and utility providers, and supports process improvement, automation, documentation, and business continuity.

Lead pricing strategy, profitability analysis, deal desk governance, cost-to-serve modeling, customer segmentation, LTV and unit economics analysis. Implement pricing structures and Salesforce CPQ workflows, use AI and automation to improve analytical processes, report margin performance to executives, and manage 1–2 analysts. Partner cross-functionally with Sales, Product, Customer Success, Operations, and executive leadership across SaaS, services, and payment-related offerings.