Enterprise Implementation Manager

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.

• 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