Description
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
What You'll Be Doing
Customer Relationship & Trust
Account Health & Governance
Implementation & Data Connector Project Management
Cross-Functional Coordination
Value Realization & Continuous Improvement
Coaching & Knowledge Sharing
AI & Technology Fluency
What You'll Bring
Would Love for You to Have
What You'll Get
Additional Information
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.
