At arenaflex, we're revolutionizing the healthcare industry by transforming the way patients receive care. As a Customer Success Analyst, you'll play a vital role in ensuring our customers achieve success with our innovative population health management software. If you're passionate about healthcare, data analysis, and customer success, we want to hear from you.
**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'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.
**What You'll Be Doing**
As a Customer Success Analyst, you'll be responsible for the management of steady-state activities for all of arenaflex's non-enterprise clients. You'll commit to the ongoing work of making satisfied customers through ensuring strong data quality, rapid and effective support, and smooth upgrades. You'll display an intimate understanding of arenaflex functionality and marry this understanding with your knowledge of value-based care to lead product trainings, mitigate issues, and reconfigure tools to meet new business goals.
**Key Responsibilities:**
* Serve as the primary day-to-day point of contact for customers live on the arenaflex platform
* Connect the dots between platform functionality, data dependencies/data model, and customer use cases to fully identify issues and conceptualize impact
* Investigate escalated and highly complex issues and develop remediation plans with internal teams
* Manage the implementation of product upgrades, significant platform changes, annual quality measure updates, and data integration quality control processes
* Provide ongoing Care Management Support
* Interact with customers and clearly explain issue root cause/remediation and product functionality
* Learn customers' business goals to facilitate internal decisions, e.g., strategize platform upgrades, prioritize updates, understand issue impact, internal escalation
* Conduct supplementary customer trainings and demos across the arenaflex product suite
* Act as the translator between internal and external teams regarding complex technical concepts and business needs
* Educate customers on arenaflex processes, including data integration, nightly processing, upgrades, issue resolution
* Gain an in-depth understanding of value-based care and how arenaflex tools support customers to achieve success
* Master the arenaflex Product Suite and understand arenaflex's data flow processes
* Help shape a new team and design the customer intake process
* Leverage 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
**Career Growth Opportunities and Learning Benefits**
As a Customer Success Analyst at arenaflex, you'll have the opportunity to grow your career in a fast-paced and dynamic environment. You'll work closely with our implementation management, production support SMEs, engineering, and account management teams to drive customer success. We offer a range of training and development programs to help you learn new skills and advance your career.
**Work Environment and Company Culture**
arenaflex is a flexible, remote-friendly company with a personality and heart. We're passionate about helping our customers drive meaningful outcomes, and we're committed to creating a work environment that's collaborative, inclusive, and supportive. Our company culture is built on a foundation of trust, respect, and open communication.
**Compensation, Perks, and Benefits**
We offer a competitive salary and benefits package, including flexible time off, employee-driven programs and initiatives for personal and professional development, and great benefits like flexible time off. We're committed to providing a comprehensive compensation package that reflects your value to our organization.
**How to Apply**
If you're passionate about healthcare, data analysis, and customer success, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
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