Enterprise Implementation Manager
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AI Summary
Arcadia is dedicated to happier, healthier days for all. We believe that there is a better healthcare world – one powered by data. Our platform transforms complex, diverse data into a unified foundation for health, helping organizations deliver better care, boost revenue, and lower costs.
We’re a team of fiercely driven individuals committed to making healthcare more sustainable—and we’re looking for passionate people to help us get there.
For more information, visit arcadia.io.
Why This Role Is Important to Arcadia
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 — including project managing new data connector builds — but the role exists to protect and grow the value the customer realizes from Arcadia's platform. EIMs proactively build the client relationship, drive adoption, resolve risk before it threatens retention, and act as the customer's trusted advisor long after go-live, ensuring customer value is clearly tracked & regularly reviewed.
The ideal candidate is a relationship-first operator: someone who can run a technical delivery workstream competently, but who is just as comfortable owning a client conversation, coaching a teammate, or spotting an account risk before it becomes a retention problem.
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. The optional Arcadia Certified Professional program is available for continued growth. Shadow tactical client touchpoints and status conversations to learn how EIMs build trust and manage expectations across a client relationship
- Take ownership of a defined workstream — for example, project managing a new data connector build — with support from your manager and technical partners
In 6 months
- Independently manage cross-team workflows (data integration, configuration, connector builds) while keeping priorities visible and surfacing risk early
- Lead tactical client conversations and standing touchpoints, delivering clear, timely updates that keep stakeholders aligned and confident
- Proactively identify and escalate delivery or account risk, applying established playbooks to resolve issues efficiently and maintain momentum
- Begin building trusted relationships with client stakeholders, understanding their unique technical and business priorities
- Contribute to Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), or steering committees for your accounts, and become fluent in maintaining account health scores in Planhat
- Build fluency with Arcadia's customer feedback channels, including the Customer Satisfaction Score (CSAT), as part of engaging your accounts
In 12 months
- Own a portfolio of enterprise accounts as the primary point of contact — coordinating delivery, connector project management, and ongoing value acceleration & account health under one roof
- Drive accountability for on-time, high-quality delivery of commitments, from new data connector implementations to platform adoption milestones
- Independently lead recurring QBRs, EBRs, or steering committees, and own the Planhat health score and NPS trajectory for your portfolio, working toward a consistently green status
- Partner effectively with the Customer Growth and Retention (CGR) team on renewal and expansion conversations, providing account context and continuity while CGR owns the commercial process
- Identify and document process or value improvements, contributing refinements that strengthen delivery consistency and customer outcomes
- Share lessons learned and best practices with peers, informally mentoring newer EIMs and Project Associates
Customer Relationship & Trust
- Own a portfolio of enterprise accounts, serving as the customer's primary point of contact throughout the engagement.
- Lead tactical status conversations and standing project meetings, delivering clear, timely updates on progress, risk, and next steps.
- Facilitate regular touchpoints to align priorities, answer client questions, and maintain stakeholder trust.
- Prepare accurate, client-ready documentation and materials that support transparent communication.
Account Health & Governance
- Serve as the customer's primary point of accountability for delivery outcomes and overall account health across your portfolio.
- Lead recurring QBRs, EBRs, or steering committees with client leadership, tying progress to shared goals, ROI, and next steps.
- Maintain each account's health score in Planhat, incorporating usage, engagement, and other signals; own the goal of moving accounts toward a consistently green status. Contribute to your segment's (Core, Enterprise, or National) Net Promoter Score (NPS), which factors into incentive compensation at the segment level rather than by individual account.
- Build fluency with Arcadia's customer feedback channels — including CSAT — as part of the company's growing Voice-of-Customer program.
- Partner with the CGR team on renewal and expansion conversations, providing account context, continuity, and delivery insight; CGR owns the commercial renewal and upsell process.
- Proactively identify and escalate delivery and account risk; apply established playbooks to resolve issues efficiently.
- Maintain project and account momentum through consistent follow-through and clear ownership of open items.
- Drive accountability for commitments by managing dependencies and communicating progress across all workstreams.
Implementation & Data Connector Project Management
- Project-manage new data connector builds and platform configuration workstreams from kickoff through validation and go-live.
- Ensure smooth data orchestration through configuration validation, and maintain detailed documentation of process flows and integrations.
- Partner cross-functionally with Data & Health Platform (DHP) teams and engineering to resolve data alignment issues and strengthen reporting reliability.
Cross-Functional Coordination
- Manage workflows to maintain alignment and efficiency across internal teams, third parties, and the client.
- Coordinate delivery activities and track interdependencies so priorities stay visible and risks surface early.
- Ensure project team collaboration and escalate promptly if a workstream is tracking behind.
Value Realization & Continuous Improvement
- Identify and document process or workflow enhancements that improve customer outcomes and internal efficiency.
- Contribute to continuous improvement by sharing refinements and strengthening knowledge capture across projects.
- Connect delivery and account activities to the customer's broader adoption and value-realization goals.
Coaching & Knowledge Sharing
- Share lessons learned and best practices from client engagements with peers and newer team members.
- Apply feedback to continuously refine your own skills and performance, modeling a growth mindset for the team.
AI & Technology Fluency
- Thoughtfully leverage AI and emerging technologies to improve outcomes, increase efficiency, and enhance decision-making across your portfolio — for example, in health-score analysis, QBR preparation, and account documentation.
- Apply sound judgment around risk, privacy, security, and quality when using AI tools, and continuously build fluency in evolving practices.
- Bachelor's degree in a related field.
- At least 3 years leading account implementation and customer success processes in software/technology, ideally in healthcare, with claims and clinical data integration experience.
- In-depth knowledge of project management & customer success principles, tools, and methods; ability to identify and mitigate project- and account-level risk.
- Extensive healthcare industry experience, including population health and value-based care; ability to master Arcadia's solutions, client strategic context, and industry trends well enough to advise clients as a trusted partner.
- Demonstrated ability to own a portfolio of client relationships over time — not just a project — including retention-oriented communication and stakeholder management.
- Willingness and ability to travel to client sites, executive business reviews, and industry conferences — typically quarterly, with increased frequency depending on client activity and event schedules.
- Excellent presentation and communication skills, including the ability to build client-ready materials in PowerPoint, Excel, and Word, and lead meetings with executive, operational, clinical, and technical stakeholders.
- Experience with customer health/success platforms (e.g., Planhat) and account health-scoring methodologies.
- Experience partnering with a growth, renewal, or account management team on commercial conversations without owning the commercial process directly.
- Strong problem-solving, interpersonal, and organizational skills.
- A team-first attitude and the ability to foster collaboration within and across project teams, including remote teams.
- Experience coaching or informally mentoring less experienced teammates.
- Be part of a mission-driven company transforming the healthcare industry by changing the way patients receive care.
- Employee-driven programs and initiatives for personal and professional development.
- Great benefits, including FTO (~22-day company average).
About Arcadia
Arcadia.io 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 Arcadia, 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 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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