[Hiring] Enterprise Implementation Manager @Arcadia

Role Description

At Arcadia, the Enterprise Implementation Manager (EIM) is the customer's primary point of accountability from contract signature through the life of the relationship. The EIM manages a portfolio of enterprise accounts, leading each customer through onboarding and the technical work required to bring them live.

• Protect and grow the value the customer realizes from Arcadia's platform.
• Proactively build the client relationship and drive adoption.
• Resolve risk before it threatens retention.
• Act as the customer's trusted advisor long after go-live.

What Success Looks Like

• In 3 months:
  • Complete onboarding and current product and enablement certifications.
  • Build a working understanding of the platform, data model, and Arcadia's customer success playbooks.
  • Shadow tactical client touchpoints and status conversations.
  • Take ownership of a defined workstream with support from your manager and technical partners.
• In 6 months:
  • Independently manage cross-team workflows while keeping priorities visible.
  • Lead tactical client conversations and standing touchpoints.
  • Proactively identify and escalate delivery or account risk.
  • Begin building trusted relationships with client stakeholders.
  • Contribute to Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs).
• In 12 months:
  • Own a portfolio of enterprise accounts as the primary point of contact.
  • Drive accountability for on-time, high-quality delivery of commitments.
  • Independently lead recurring QBRs and own the Planhat health score.
  • Partner effectively with the Customer Growth and Retention (CGR) team.
  • Identify and document process or value improvements.
  • Share lessons learned and best practices with peers.

What You'll Be Doing

• Customer Relationship & Trust:
  • Own a portfolio of enterprise accounts, serving as the customer's primary point of contact.
  • Lead tactical status conversations and project meetings.
  • Facilitate regular touchpoints to align priorities.
  • Prepare accurate, client-ready documentation.
• Account Health & Governance:
  • Serve as the primary point of accountability for delivery outcomes.
  • Lead recurring QBRs and EBRs with client leadership.
  • Maintain each account's health score in Planhat.
  • Build fluency with Arcadia's customer feedback channels.
  • Partner with the CGR team on renewal and expansion conversations.
  • Proactively identify and escalate delivery and account risk.
• Implementation & Data Connector Project Management:
  • Project-manage new data connector builds and platform configuration workstreams.
  • Ensure smooth data orchestration through configuration validation.
  • Partner cross-functionally with Data & Health Platform teams.
• Cross-Functional Coordination:
  • Manage workflows to maintain alignment across teams.
  • Coordinate delivery activities and track interdependencies.
  • Ensure project team collaboration and escalate if necessary.
• Value Realization & Continuous Improvement:
  • Identify and document process or workflow enhancements.
  • Contribute to continuous improvement by sharing refinements.
  • Connect delivery and account activities to the customer's broader goals.
• Coaching & Knowledge Sharing:
  • Share lessons learned and best practices with peers.
  • Apply feedback to continuously refine your skills.
• AI & Technology Fluency:
  • Leverage AI and emerging technologies to improve outcomes.
  • Apply sound judgment around risk, privacy, security, and quality.

Qualifications

• Bachelor's degree in a related field.
• At least 3 years leading account implementation and customer success processes in software/technology.
• In-depth knowledge of project management & customer success principles.
• Extensive healthcare industry experience, including population health and value-based care.
• Demonstrated ability to own a portfolio of client relationships over time.
• Willingness and ability to travel to client sites and industry conferences.

Would Love for You to Have

• Excellent presentation and communication skills.
• Experience with customer health/success platforms.
• Experience partnering with a growth, renewal, or account management team.
• Strong problem-solving, interpersonal, and organizational skills.
• A team-first attitude and the ability to foster collaboration.
• Experience coaching or informally mentoring less experienced teammates.

Benefits

• Competitive compensation and strong benefits, including Flexible Time Off.
• Employee-driven programs and initiatives for personal and professional development.
• Membership in the talented, energized, diverse, and purpose-driven Arcadian Community.
• Be a part of a mission-driven company transforming the healthcare industry.
• Salary range: $100,000 - $156,000 a year.