Enterprise Implementation Manager

Summary

Arcadia transforms diverse healthcare data into a unified platform that delivers actionable insights for care, research, strategic growth, and financial success. The Enterprise Implementation Manager owns enterprise customer relationships from contract signature through the life of the engagement, leading onboarding, data connector implementations, platform adoption, account health, governance, and value realization. The role also coordinates cross-functional delivery, manages client risks, supports renewals and expansion conversations, and shares best practices with teammates.

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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
• 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

Skills

• 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

Qualifications

Must Haves

• 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

Nice to Haves

• 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

Benefits

• Employee-driven programs and initiatives for personal and professional development.