Array Architects
  • 11-Jul-2017 to 09-Sep-2017 (EST)
  • Philadelphia, PA
  • Full Time

Array Analytics

Array Architects/Advisors/Analytics

The Role in Brief

Our Customer Success team advises and guides a wide variety of customers, ensuring they launch Pivotal successfully, adopt it widely and are continually driving business value from Pivotal. CSMs are entrusted with some of Pivotal's largest and most strategic customers, working with stakeholders across all parts of our customers business and at all levels, including the C-suite, to drive increased adoption of Pivotal and to improve the overall quality and maturity of its use.

A major area of responsibility for CSM's is helping customers structure and manage companywide Pivotal deployments, coaching the customer's project team on Pivotal's deployment methodology, and helping them to develop an appropriate change management strategy that maximizes adoption, self-sufficiency and business value.

Working closely with Pivotal's Account Executives and Solutions Engineers, CSMs also structure and run proof of concepts with prospective customers, identifying, developing and launching key business uses with success criteria that demonstrate the value of Pivotal.

Part coach, project manager, business consultant and product expert, our Customer Success Managers are continually focused on helping Pivotal's customers bridge organizational silos and improve strategic planning outcomes.

Specific Responsibilities

  • Empathize with every aspect of the customer experience, putting customers' needs first.
  • Maintain high levels of customer engagement (including on site meetings) with a focus on customer satisfaction and loyalty.
  • Conduct workshops, business reviews and proactively suggest solutions to common customer challenges.
  • Continually identify and develop new uses for Pivotal that drive adoption and that align to customers' business needs and strategic goals.
  • Proactively spot and correct any issues that could affect customer satisfaction or retention
  • Coach customers to be product experts and train their teams on Pivotal best practices so they become increasingly self-sufficient.
  • Mentor and provide guidance to newer CSMs and partner with Pivotal's Account Executives to help them be more effective.
  • Partner closely with other cross-functional team members to translate business needs and product requirements into innovative solutions for customers.
  • Develop Customer Success assets, methods and workflows, and work with product marketing to create new or refine existing onboarding materials.
  • Help drive customer references and case studies

Basic Qualifications

  • Bachelor's Degree from an accredited college or university
  • 3+ years relevant work experience in a customer-facing customer success, account management or strategic consulting organization. SaaS experience a benefit.
  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
  • Effective communication and interpersonal skills. Proven experience building strong internal and external relationships.
  • Proven track record for highly-professional customer service in a dynamic, start-up environment.
  • Willingness to travel domestically at least 30%
  • Valid Driver's License

Ideal Qualifications

  • Previous experience working in consulting and technology sales, ideally in a commercial setting
  • Experience implementing/using SAAS products, preferably in the health care industry
  • Engaging and memorable presentation style; demonstrated ability to build rapport and credibility quickly with an executive-level audience
  • Demonstrated ability to use active listening to diagnose a problem and map a solution in the moment
  • Demonstrated creativity and initiative when it comes to problem solving and/or project ownership
  • Resilience and comfort with ambiguity ability to be flexible and adaptable in a changing environment
  • Ability to manage Customer Success Associates to goals, coach and provide constructive formal and informal feedback
  • Receptive to feedback, coaching and constructive criticism; ability to learn from mistakes
  • Proven experience managing multiple, competing priorities, strong prioritization and organizational skills
  • Excellent writing, and critical thinking skills

About Array Architects

Array Architects is a best practices firm that uses a combination of continuous improvement, consulting and technology to improve the performance of our health care clients. With 8 offices nationally, Array forges and finds the best innovative ideas and proven practices to provide differentiating value in our service and technology offerings.

Array is a design centric firm with a 35-year history of providing "...remarkable, strategy-driven, business-justified solutions for our Healthcare clients." We are a team of architects, designers, consultants and technologists with unique backgrounds, but we all have one thing in common we share a fervent desire to use our expertise and knowledge to design solutions that will help people in moments that matter most. This focus makes us leaders in our field. Together, we discover innovative solutions for and with our clients. It is our four decades of specialization in the healthcare industry that allows for effective communication, collaboration, and precision in the complex, changing world of healthcare.

Our distinctive corporate culture is based upon our values and principles. While we award, promote, and praise based on individual performance, capabilities, and ambition, we absolutely emphasize and celebrate team achievements and success. We provide ways for staff to share their time, talent, and passions in the community. We reward innovation and foster a collaborative environment. We have a performance-driven staff and peers that challenge one another in the workplace. We want free-thinkers, agile speakers, witty writers, and team players to join the firm at Array, your ideas are heard and your contributions matter.

Our Vision

Array will be the leading nationally recognized source of healthcare advisory and design services by equipping the country's healthcare providers with holistic solutions that drive sustainable success of our organizations and people. We hire talent that will help us achieve this vision.

Our Culture & Values

We have a unique culture where employees are empowered and encouraged to create value for themselves and our clients. Our corporate values and culture can be described as:

  • Collaboration Respect the power of multiple perspectives
  • Innovation Pursue a better way by leveraging experience and inquisitive exploration
  • Design Excellence In life's smallest and largest challenges, Design maters
  • Empathy Valuing other's points of view affords empathetic, well informed responses
  • Passion Thrive and flourish both personally and professionally
  • Process excellence Achieving excellence in all that we do
  • Benefits
  • Consistent with our belief that our employees are our most valuable resource, Array Architects offers a competitive benefits package.
  • Medical, dental, and vision insurance, for employee & dependents
  • 401(k) retirement plan with company match
  • Quarterly bonus program
  • 15+ days paid time off and 7 paid company holidays
  • Flexible work schedules
  • Dynamic growth opportunities with merit-based promotion philosophy

 Array Architects is an Affirmative Action and Equal Opportunity Employer. EOE AA M/F/Vet/Disability.


  • Hospital & Health Care 
  • Technology


  • Philadelphia
  • Washington

 Employment Type

  • Full-time

Job Functions

  • Customer Success




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