Arcadia Enterprise Implementation Manager at Arcadia managing enterprise accounts from contract signature through onboarding and technical delivery. Responsible for driving adoption, managing risks, and ensuring customer value realization.
Responsibilities
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
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
Qualification
Drive accountability for on-timeIndependently lead recurring QBRs
Required
Build fluency with Arcadia's customer feedback channels, including the Customer Satisfaction Score (CSAT), as part of engaging your accounts
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
