Revenue Operations Staff Systems Engineer

Arcadia is dedicated to happier, healthier days for all. We believe that there is a better healthcare world – one powered by data. Our platform transforms complex, diverse data into a unified foundation for health, helping organizations deliver better care, boost revenue, and lower costs.

We’re a team of fiercely driven individuals committed to making healthcare more sustainable—and we’re looking for passionate people to help us get there.

For more information, visit arcadia.io.

Why This Role Is Important to Arcadia

We are seeking a Revenue Operations Staff Systems Engineer who combines Salesforce administration, business systems engineering, integrations, automation, and AI-enabled workflow design. This role owns the architecture and operation of Arcadia’s go-to-market (GTM) technology ecosystem—including Salesforce, Planhat, RocketLane, AI agents, workflow automation platforms, and associated integrations.

Arcadia’s go-to-market and customer operations teams run on a connected stack that directly shapes how we win, onboard, serve, and retain customers. Salesforce anchors the commercial engine, Planhat powers customer success, and RocketLane will run customer onboarding and implementation. This role exists to own that stack end-to-end—design, build, deployment, and ongoing administration—so Sales, Marketing, and Operations teams can scale with confidence.

This is a hands-on role blending systems administration with systems engineering, reporting to the Director of Corporate IT. The person in this seat is the technical owner for GTM and Customer Operations platforms and the AI agents and automations built on top of them. The specific tools will evolve as this space changes quickly—the constant is ownership of the systems that GTM and Customer Operations depend on.

What Success Looks Like

In 3 months

• Take formal ownership of Salesforce, Planhat, and GTM and Customer Operations tooling, including administration, user access, and the enhancement intake queue

• Deliver a Salesforce health assessment documenting technical debt, data quality gaps, unused or conflicting automation, and a prioritized remediation roadmap

• Establish a clear request and release process for changes across the stack, with documentation and basic change control

• Ship an initial set of quick-win improvements that reduce manual effort for GTM and Customer Operations teams

In 6 months

• Execute the first phase of the Salesforce overhaul: data model cleanup, automation consolidation, and improved reporting, with measurable reductions in manual workarounds

• Lead the build and rollout of RocketLane for customer onboarding and implementation, including configuration, integration with Salesforce, Jira, NetSuite, and Planhat, and user enablement

• Mature Planhat beyond its initial implementation: health scoring, playbooks, lifecycle workflows, and integrations that give Customer Success a fuller operating picture

• Deliver at least one AI agent or automation that removes routine work for a GTM or Customer Operations team, with documented human oversight

• Publish a current-state architecture map of the GTM and Customer Operations stack, including integrations, data flows, and system owners

In 12 months

• Complete the core Salesforce overhaul and demonstrate improvement against the 3-month baseline in data quality, automation reliability, and user satisfaction

• Operate RocketLane as a stable, integrated platform supporting the onboarding and implementation process end-to-end

• Run Planhat as a mature customer success platform with active adoption across the Customer Success organization

• Operationalize a small portfolio of AI agents and automations across GTM and Customer Operations, with governance and monitoring in place

• Present a forward-looking roadmap for GTM and Customer Operations systems to Corporate IT and business leadership, including tooling decisions and build-versus-buy recommendations

What You'll Be Doing

Platform Administration

• Salesforce. Serve as administrator and engineer for Salesforce, owning configuration, security and access model, objects and fields, flows and automation, reporting, and ongoing platform health. Lead a structured overhaul to retire technical debt and improve reliability
• Planhat. Maintain and extend the Planhat customer success platform, including health scores, playbooks, lifecycle workflows, dashboards, and integrations
• RocketLane. Act as a key technical resource on the RocketLane implementation—contributing to design, build, configuration, integration, and rollout for customer onboarding and implementation workflows
• Additional tools. Administer and support other GTM and Customer Operations platforms as the stack evolves, including marketing, enablement, and operations tooling

Design, Build, and Deploy

• Solution design. Translate process needs from Sales, Marketing, and Operations into well-structured system designs, balancing native configuration, automation, and integration
• Build and configure. Build, configure, and test new capabilities across the stack—from declarative automation through to integrations and custom logic
• Deployment and release. Own deployment and release across environments with appropriate change control, testing, and rollback planning
• Documentation. Maintain clear documentation, runbooks, and configuration records so systems remain supportable as the team and stack grow

AI Agents and Automation

• Agent and bot development. Design, build, and support AI agents and bots that serve GTM and Customer Operations teams, automating routine workflows and surfacing insights from systems of record
• Workflow automation. Build automations that reduce manual effort across the stack using native platform tools, integration platforms, and scripting as appropriate
• Responsible use. Develop AI capabilities with human oversight, monitoring, and alignment to Arcadia’s AI acceptable use and governance standards

Integrations and Data

• Integrations. Build and maintain integrations across the GTM and Customer Operations stack, connecting Salesforce, Planhat, RocketLane, and downstream systems through APIs, integration platforms, or middleware
• Data quality. Improve data quality and consistency across platforms, including deduplication, field governance, and reliable synchronization between systems
• Reporting. Deliver the reporting and dashboards that Sales, Marketing, Operations, and Customer Success leaders rely on to run the business

Support and Enablement

• User support. Provide responsive administration and support for users across supported teams, including access provisioning, troubleshooting, and request intake
• Enablement. Train users and create enablement materials so teams get full value from the platforms
• Partnership. Work closely with business stakeholders and Corporate IT to prioritize work, set expectations, and keep systems aligned to how teams actually operate

What You'll Bring

• Bachelor’s degree in a related field, or equivalent professional experience
• 5+ years administering and configuring SaaS business platforms in a GTM, sales operations, marketing operations, or customer operations context
• Hands-on Salesforce administration and configuration experience, including the security model, automation, data model, and reporting. Experience leading a cleanup or overhaul of an existing org is strongly preferred
• Demonstrated experience across the full lifecycle of system work: design, build, deployment, and ongoing administration
• Experience building and maintaining integrations between SaaS platforms using APIs, integration platforms, or middleware
• Experience building automations and, ideally, AI agents or bots that support business teams
• Ability to partner directly with Sales, Marketing, and Operations stakeholders to translate process needs into reliable systems
• Strong troubleshooting, documentation, and prioritization skills, with the ability to manage a queue of competing requests.
• Adaptability in a fast-changing tooling environment, with a track record of picking up new platforms quickly

Would Love For You To Have

• Salesforce Administrator certification; Advanced Administrator or Platform App Builder a plus
• Hands-on experience with Planhat or a comparable customer success platform such as Gainsight or Totango
• Experience implementing or administering RocketLane or a comparable PSA or onboarding platform
• Experience building AI agents or assistants using LLMs or agentic frameworks, with attention to governance and human-in-the-loop controls
• Familiarity with marketing automation, CPQ, or revenue operations tooling
• Experience integrating GTM systems with finance or ERP platforms such as NetSuite
• Background in a SaaS or healthcare technology environment
• Experience working within compliance obligations such as HIPAA, SOC 2, or ISO 27001
• Experience with tools and contexts such as: Salesforce, Planhat, RocketLane, OpenAI, Claude, AI Agents, REST APIs, GraphQL, Webhooks, Workato, Zapier, SQL, Business Intelligence, Revenue Operations, Customer Success Platforms

What You'll Get

• The chance to be part of a mission-driven company transforming healthcare by changing the way patients receive care
• A role with real ownership of the systems that power Arcadia’s go-to-market and customer operations
• A flexible, remote friendly company with personality and heart
• Competitive compensation and strong benefits, including Flexible Time Off
• Employee-driven programs and initiatives for personal and professional development
• Membership in the talented, energized, diverse, and purpose-driven Arcadian Community
• Be a part of a mission driven company that is transforming the healthcare industry by changing the way patients receive care.