At arenaflex, we're revolutionizing the healthcare industry by transforming the way patients receive care. As a key member of our Customer Success Management team, you'll play a vital role in ensuring our customers achieve success with our innovative solutions. If you're passionate about delivering exceptional customer experiences, possess a knack for troubleshooting complex technical issues, and thrive in a fast-paced, dynamic environment, we invite you to join our team as an Experienced Customer Success Analyst.
**Why This Role is Important to arenaflex**
At arenaflex, we're committed to empowering healthcare providers and payers to drive meaningful outcomes. Our Customer Success Analysts are the primary point of contact for our customers, ensuring they receive exceptional support and guidance throughout their journey with our platform. As a Customer Success Analyst, you'll be responsible for managing the implementation of product upgrades, significant platform changes, annual quality measure updates, and data integration quality control processes. You'll also provide ongoing Care Management Support, interact with customers to explain issue root cause/remediation and product functionality, and learn customers' business goals to facilitate internal decisions.
**What Success Looks Like**
In 3 months:
* Complete arenaflex Core Platform certification
* Complete onboarding requirements
* Coordinate with internal teams and track against project status/timelines
* Know 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 to project timelines
* Understand arenaflex'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 arenaflex's product configuration options
In 12 months:
* Manage customer accounts independently with minimal oversight
* Exhibit an in-depth understanding of arenaflex products
* Provide training tailored to the customer needs across the arenaflex 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
**What You'll Be Doing**
* Serving as the primary day-to-day point of contact for customers live on the arenaflex 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
* 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
* Conducting supplementary customer trainings and demos across the arenaflex product suite
* Acting as the translator between internal and external teams regarding complex technical concepts and business needs
* Educating customers on arenaflex processes including data integration, nightly processing, upgrades, issue resolution
* Gaining an in-depth understanding of value-based care and how arenaflex tools support customers to achieve success
* Mastering the arenaflex Product Suite and understanding arenaflex'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**
* 1-3 years related work experience
* Bachelor's degree in IT or related technical field (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 organizational skills
* Attention to detail and ability to coordinate multiple tasks, set priorities, and meet deadlines
* 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. Healthcare industry experience is a plus
* 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
* Experience at an EHR, Health Plan, or other Healthcare organization
**What You'll Get**
* CSA will be a high-growth position with deep exposure to arenaflex'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 flexible time off
* Be a member of the arenaflex and Barkadian Community
**About arenaflex**
arenaflex helps innovative providers and payers across the country transform healthcare to reduce cost while improving patient health. We do this by aggregating large amounts of disparate 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 a market leader in the highly competitive population health management software market and 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.
**Protect Yourself**
If you have concerns about the authenticity of a job offer or recruitment-related communication claiming to be from arenaflex, we encourage you to verify by contacting us directly at (781) 202-3600 and select option 3. For more information, visit our website.
This position is responsible for following all Security policies and procedures in order to protect all PHI under arenaflex's custodianship as well as arenaflex Intellectual Properties. For any security-specific roles, the responsibilities would be further defined by the hiring manager.
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