Michelle Williams
Customer Success Manager @Arcadia
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WORK HISTORY
Customer Success Manager @Arcadia
Serve as the primary day-to-day point of contact for a portfolio of customers live on the Arcadia platform-Investigate escalated and highly complex issues and developing remediation plans with internal and external teams. Drive complex issue resolution through collaboration with internal teams-Manage the implementation of complex product upgrades, platform configuration changes, annual quality measure updates, and data quality control processes-Learn customers’ business goals to facilitate internal decisions, e.g. strategize platform upgrades, prioritization of updates, understand issue impact, internal escalation-Conduct supplementary customer trainings and demos across the Arcadia product suite-Act as the translator between internal and external teams regarding complex technical concepts and business needs-Educate customers on Arcadia processes including data integration, nightly processing, upgrades, issue resolution-Leverage tools such as Jira, Confluence, Box, and SQL
EDUCATION
Penn State University
Bachelor's degree, Health Policy and Administration
ABOUT MICHELLE WILLIAMS
Customer Success Manager at Arcadia
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