Experienced Full Stack Senior Customer Success Manager – Healthcare Technology and Data Analytics

At arenaflex, we're dedicated to transforming healthcare by delivering actionable insights that advance care and research, drive strategic growth, and achieve financial success. Our platform is designed to help customers unlock the full potential of their data, and we're looking for a seasoned Senior Customer Success Manager to join our team. As a Senior Customer Success Manager at arenaflex, you'll be responsible for leading a portfolio of enterprise and strategic customers, ensuring alignment between our solutions and their business objectives. You'll also lead a team of Customer Success Managers, providing mentorship, guidance, and oversight to drive best-in-class customer outcomes. This role requires a unique blend of strategic thinking, technical acumen, and leadership to ensure that our customers maximize the value of our solutions.

About arenaflex

arenaflex is a mission-driven company that's transforming the healthcare industry by changing the way patients receive care. We're passionate about helping our customers drive meaningful outcomes, and we're growing fast as a market leader in the highly competitive population health management software market. Our team is passionate, driven, and dedicated to making a difference in the lives of our customers and their patients.

Key Responsibilities

As a Senior Customer Success Manager at arenaflex, you'll be responsible for:

• Managing, mentoring, and coaching Customer Success Managers to foster a high-performance culture
• Developing strong customer relationships and effectively communicating with executive stakeholders
• Learning customers' business goals to facilitate delivery of projects and capabilities to support the strategic vision of each customer
• Leading quarterly business reviews (QBRs) to assess customer performance, demonstrate ROI, and define strategic initiatives
• Developing and executing customer success plans that align arenaflex's solutions with customer business objectives, ensuring measurable outcomes
• Partnering with customer success managers to drive adoption and expansion of arenaflex's capabilities, increasing customer value and engagement
• Acting as a trusted advisor, guiding customers on industry trends, best practices, and data-driven decision-making
• Defining and implementing best practices for account management, issue resolution, and strategic planning
• Supporting team members in managing escalations, resolving complex challenges, and driving customer satisfaction
• Collaborating with Product, Engineering, and Implementation teams to relay customer feedback and drive product enhancements
• Working closely with the Strategic Growth team to identify upselling and expansion opportunities within assigned accounts
• Overseeing contract renewals, ensuring proactive engagement and retention strategies

What Success Looks Like

In 3 months:

• Complete arenaflex Core Platform certification and onboarding requirements
• Successfully onboard to all customers in assigned portfolio
• Establish relationships with key stakeholders across assigned accounts
• Develop strategic account plans for customers under management
• Gain proficiency in arenaflex's data processes and platform capabilities
• Coordinate with internal teams to create and execute against project timelines
• Deploy structure for managing, mentoring, and coaching Customer Success Managers in your pod
• Show a base understanding of how arenaflex supports several population health programs focused on Cost, Utilization, Quality, and Risk performance
• Have a strong understanding of arenaflex's security protocols and processes
• Convey ideas and solutions effectively, professionally, and with appropriate sensitivity through verbal and written communication

In 6 months:

• Lead customer strategy sessions, ensuring clear roadmaps and adoption plans to help clients reach their business goals
• Proactively identify at-risk accounts and implement retention strategies
• Provide hands-on training and mentorship to Customer Success Managers
• Understand arenaflex's data ingestion processes and be able to troubleshoot processing issues at a high level
• Be able to guide clients through recommended product configurations that are in alignment with clients' goals and initiatives
• Demonstrate fluency in the interconnectivity between product functionality, data quality, data dependencies, and a client's end use case
• Use technical skills and critical thinking to assist in investigating highly complex issues. Develop and execute against remediation plans
• Understand and translate issue impact relative to customers' business needs
• Full accountability for direct Customer Success Managers who are leading small to medium implementation projects for arenaflex data feeds and applications
• Leverage arenaflex tools to monitor adoption of arenaflex capabilities and flag risks
• Alongside a division leader, co-lead a contract renewal strategy for an applicable customer
• Partner with Strategic Growth team to drive upsell and cross-sell opportunities

In 12 months:

• Lead process improvement initiatives to enhance customer success operations
• Contribute to hiring and training efforts for growing the Customer Success team
• Own and execute customer expansion strategies, driving measurable business value
• Be wholly responsible for leading and completing a customer's contract renewal
• Contribute to hiring efforts for growing the Customer Success team

What You'll Bring

* 5+ years of experience in Customer Success, Account Management, or Consulting within healthcare technology

• 2+ years of experience managing and mentoring customer success or account management teams
• Bachelor's degree in IT or related technical field (Computer Science, Information Management, Mathematics, or other analytical discipline) or equivalent professional work experience
• Strong understanding of value-based care, population health, and healthcare data analytics
• Exceptional ability to translate complex technical concepts into business value for customers
• Strong communication skills, including the ability to interact with customers and explain technical concepts and product functionality clearly
• Experience managing executive-level relationships and driving C-suite engagement
• Excellent communication skills, including the ability to present to diverse audiences
• Excellent presentation and communication skills, including the ability to create compelling materials in Microsoft PowerPoint, Excel, Word, etc.
• Regularly learn new skills, make timely decisions, and adapt well to change
• Strong analytical, quantitative, problem-solving, and organization 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
• Exceptional ability to complete committed follow-ups and tasks
• Ability to travel approximately 30%

Would Love For You To Have

* Multiple years in IT support and relevant experience in value-based care/population health management

• Experience using technologies such as SQL Server, 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 in value-based care
• A robust understanding of EHR and claims data
• Proven ability to lead successful client meetings with executive, operational, clinical, and technical stakeholders
• Knowledge of HIPAA, experience with EHR and/or Claims data, or experience in a secure data systems environment is a plus

What You'll Get

* Be a key leader in transforming healthcare technology and improving patient outcomes

• 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's 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
• Being a member of the arenaflex community

Additional Information

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're passionate about helping our customers drive meaningful outcomes, and we're growing fast as a market leader in the highly competitive population health management software market. 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.

How to Apply

If you're passionate about transforming healthcare and driving meaningful outcomes, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. Apply for this job