Customer Success Analyst

| Pittsburgh, PA +80 more | Remote
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What You'll Be Doing

    • Serving as the primary day-to-day point of contact for customers live on the Arcadia platform
    • Connecting the dots between platform functionality, data dependencies/data 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 cause/remediation 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 value-based 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 You'll Bring

    • 0-3 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
    • Experience with Cloud Technologies, scripting, and common programming languages
    • Thrive as a self-starter 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.
    • 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
    • Knowledge of HIPAA, experience with an EHR, or experience in a secure data systems environment is a plus


What You'll 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 Arcadia
Arcadia.io helps innovative healthcare systems and health plans around the country transform healthcare to reduce cost while improving patient health. We do this by aggregating massive amounts of clinical and claims data, applying algorithms to identify opportunities to provide better patient care, and making those opportunities actionable by physicians at the point of care in near-real time. We are passionate about helping our customers drive meaningful outcomes. We are growing fast and have emerged as the market leader in the highly competitive population health management software and value-based care services markets, and we 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 , our online resources , and our interactive Data Gallery .
This position is responsible for following all Security policies and procedures in order to protect all PHI under Arcadia's custodianship as well as Arcadia Intellectual Properties. For any security-specific roles, the responsibilities would be further defined by the hiring manager.

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
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Other US Location
Palm Bay-Melbourne-Titusville
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Washington DC
Wichita, KS
Wilmington, NC

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C#Languages
    • C++Languages
    • ElixirLanguages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • ChatGPTLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularFrameworks
    • Angular.JSFrameworks
    • ASP.NETFrameworks
    • DockerFrameworks
    • GraphQLFrameworks
    • HadoopFrameworks
    • KafkaFrameworks
    • KubernetesFrameworks
    • Node.jsFrameworks
    • OAuthFrameworks
    • React NativeFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • TerraformFrameworks
    • Vue.jsFrameworks
    • AccessDatabases
    • AWS RedshiftDatabases
    • CassandraDatabases
    • DynamoDBDatabases
    • ElasticsearchDatabases
    • HiveDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • NoSQLDatabases
    • PostgreSQLDatabases
    • SnowflakeDatabases
    • HadoopDatabases
    • AWS (Amazon Web Services)Services
    • GitHubServices
    • GitLabServices
    • Google AnalyticsAnalytics
    • FigmaDesign
    • IllustratorDesign
    • PhotoshopDesign
    • PixelmatorDesign
    • AirtableManagement
    • AsanaManagement
    • BasecampManagement
    • ConfluenceManagement
    • Google DocsManagement
    • JIRAManagement
    • SmartsheetManagement
    • WordpressCMS
    • UserGemsCMS
    • Definitive CMS
    • DocuSignCRM
    • HubSpotCRM
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM
    • Salesforce CPQCRM
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    • HubspotEmail
    • HubspotLead Gen
    • Microsoft TeamsCollaboration
    • SlackCollaboration
    • Ring CentralCollaboration
    • BoxCollaboration
    • OneDriveCollaboration

An Insider's view of Arcadia

What's something quirky about your company?

Arcadia's Got Talent (AGT) is an annual talent show that I won last year. The best part about AGT was that it encouraged me to work on something I am passionate about outside of work. All of the entries were amazing & I think it's really awesome that the company does things to bring people together and celebrate our passions outside of the office.

Gary

Engineering Manager

What does your typical day look like?

Every day is a little bit different, which I really love and helps keep me engaged! Most days I have a combination of phone screens and meetings with my hiring managers or team. I also help manage a lot of our brand partnerships that have projects through out the year and play a part in helping construct Arcadia's company culture as we scale.

Julie

Talent Acquisition Manager

How has your career grown since starting at the company?

When I first came to Arcadia, I was the only person in my department, filling a brand-new role. In my 8 years here, my career has grown rapidly. I am now a Sr Manager of a department of 9, building the auditing program from the ground up and am known as a go-to person within the Value Based Care Services

Beth

Director, Contractual Oversite and Performance

How do you make yourself accessible to the rest of the team?

It's as easy as making time. I meet with my team members for one on ones to understand where their stressors are. Sometimes it's personal and I support with flexibility, time, or PeopleOps other times it's professional and these I tactically work with the team to coach or intervene.

Geo

Director, Engineering

How does the company support your career growth?

Arcadia is incredibly generous when it comes to career growth. I receive regular mentorship from my manager and leadership team. I also have a continuing education stipend that I use to take courses and attend conferences to further my skillset. My career path is mapped out and regularly adjusted with my professional interests and personal growth.

Mike

Senior Manager, Content

What are Arcadia Perks + Benefits

Arcadia Benefits Overview

We leverage cutting-edge technologies to enhance our work environment. From advanced collaboration tools to virtual reality experiences, we embrace technology to streamline processes and enhance the overall employee experience.

We offer industry leading benefits including unlimited vacation that Arcadians are able to use to ensure their work life balance. Work alongside and learn from highly skilled and experienced coworkers and teams.

Annual wellness program encourages fitness as a habit. Ongoing learning opportunities to enhance skills and advance careers.

Our commitment is to create a workplace where employees feel supported, valued, and empowered in all aspects of their professional and personal lives.

Your innovative spirit is not just appreciated; it's celebrated.

Culture
Volunteer in local community
We have a compassion club that raises money throughout the year and organizes annual Toys for Tots Drives and Breast Cancer Awareness fundraising programs.
Partners with nonprofits
Open door policy
OKR operational model
Open office floor plan
Employee resource groups
Employee-led culture committees
Flexible work schedule
Remote work program
Diversity
Highly diverse management team
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Transgender health care benefits
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Dependent care flexible spending account plan
Generous parental leave
Family medical leave
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Commuter benefits
Mass transit and parking FSA plans
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Fitness stipend
This is a medical plan perk
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications
Personal development training

Additional Perks + Benefits

At Arcadia we create programs and opportunities that allow connection with one another and bridge the work from home gap. We host themed events, contests with prizes, and provide resources for shared personal and professional interests. We have "No Meeting Fridays" to allow employees time for deep focus work and planning.

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