Enterprise Implementation Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a portfolio of enterprise accounts, serving as the main point of contact throughout the engagement.

• Oversee onboarding and technical delivery workstreams, which encompass new data connector developments and platform configurations.

• Facilitate tactical status discussions, project meetings, quarterly business reviews (QBRs), executive business reviews (EBRs), and steering committee sessions.

• Monitor account health metrics in Planhat and contribute towards customer satisfaction (CSAT) and net promoter score (NPS) objectives.

• Collaborate with the Customer Growth and Retention team on renewal and expansion discussions while they manage the commercial aspects.

• Recognize, escalate, and address delivery and account-related risks.

• Oversee dependencies, cross-functional workflows, and project progress.

• Confirm data orchestration and document process flows and integrations.

• Collaborate with the Data & Health Platform teams and engineering to resolve data alignment challenges.

• Identify enhancements in processes and workflows that boost customer outcomes and improve internal efficiency.

• Share insights, best practices, and knowledge with colleagues and newer team members.

• Utilize AI and emerging technologies while exercising sound judgment regarding risk, privacy, security, and quality.

⛳️ Requirements

• Bachelor's degree in a relevant discipline.

• A minimum of 3 years of experience leading account implementation and customer success processes in the software or technology sector, preferably in healthcare.

• Experience with claims and clinical data integration.

• Comprehensive understanding of project management and customer success methodologies, tools, and practices.

• Ability to identify and mitigate risks at both project and account levels.

• Extensive experience in the healthcare industry, including population health and value-based care.

• Capability to master Arcadia's solutions, client strategic contexts, and industry trends sufficiently to provide advisory support as a trusted partner.

• Proven track record of managing a portfolio of client relationships over time, including retention-focused communication and stakeholder management.

• Willingness and capability to travel to client locations, executive business reviews, and industry events, typically on a quarterly basis.

• Exceptional presentation and communication abilities.

• Proficiency in creating client-ready materials using PowerPoint, Excel, and Word.

• Experience with customer health/success platforms such as Planhat and methodologies for account health scoring.

• Experience collaborating with growth, renewal, or account management teams during commercial discussions.

• Strong problem-solving, interpersonal, and organizational skills.

• Ability to promote collaboration within and across project teams, including remote teams.

• Experience in coaching or informally mentoring less experienced colleagues.

🏝️ Benefits

• Competitive salary and comprehensive benefits package, including Flexible Time Off.

• Employee-driven programs and initiatives focused on personal and professional growth.

• Membership in the vibrant, motivated, diverse, and purpose-driven Arcadian Community.

• A mission-driven organization dedicated to transforming the healthcare industry.