Technical Customer Success Manager

Description

The Technical Customer Success Manager plays a pivotal role in bridging technical expertise and customer-facing outcomes. This position focuses on empowering the sales team with compelling demonstrations and use case presentations while ensuring newly signed clients achieve their goals during implementation. Collaborating closely with key stakeholders across engineering, product, finance, and clinical leadership, this role ensures the SaaS platform evolves to meet customer needs and supports organizational growth.

Position Description

• Lead technical implementation and data integration for newly onboarded clients, configuring health plan, MSO, and delegated IPA data feeds including claims, eligibility, HIE, and clinical data  into the ARC platform
• Design, build, and troubleshoot data mapping, ETL/integration workflows, and data validation processes to ensure accurate, complete, and timely data flow into ARC and its downstream Care Management, Utilization Management, Analytics, and Provider applications
• Support both internal and external client relationships to ensure adoption, retention, and expansion of the ARC platform, including training on platforms and resolving integration challenges.
• Provide hands-on technical guidance, such as designing workflows for data aggregation, analytics tools, and tech capabilities to support clinical and financial goals
• Act as a strategic advisor for clients, troubleshooting data integrations and architecting solutions to enhance value-based care outcomes
• Monitor industry trends in healthcare tech to ensure success, engineering, product, and sales teams.
• Develop and articulate strategic recommendations aligned with client goals related to quality performance, cost management, and financial sustainability.
• Partner with analytics, finance, clinical and actuarial resources to assess cost drivers, risk adjustment performance, and quality outcomes.

• Build strong relationships with client leadership, serving as a trusted advisor throughout the engagement lifecycle.

• Contribute to thought leadership through development of articles, case studies, implementation playbooks, internal curricula, and client-facing content.

Qualifications:

• Master’s degree in an applicable field preferred (e.g., MBA, MPH, MHA, MPA)

• At least 5 years of health care analytics and/or consulting experience of progressively advanced reports, data management and visualization experience.

• Knowledge of the data sources needed to run MSO services for health plans and delegated IPAs, Shared Savings Arrangements, and CMS ACO models including claims, eligibility, utilization, HIE, and clinical data 
• Understanding of how this data maps to and supports Care Management (CM), Utilization Management (UM), Analytics, and Provider applications at the point of care 
• Proven experience in SaaS platform support, implementation, or technical account management, with a strong understanding of software architecture and delivery.
• Exceptional communication and presentation skills, with the ability to distill complex technical concepts for non-technical audiences, including sales teams and clients.
• Experience collaborating with cross-functional teams, including sales, engineering, product, finance, and clinical stakeholders.
• Prior experience in:
• Population health management reporting and analytics
• Health information technology
• Health care policy with experience in CMS, Medicare, and Medicaid contracts
• Healthcare claims data and clinical data integration (EMR, HIE, etc.)
• Strong project management skills, including organization, prioritization, and problem-solving skills; strong oral, verbal and interpersonal communication skills. Ability to take direction and feedback from both internal and external stakeholders.
• Ability to work effectively on multiple projects in a fast-paced environment

Benefits: 

As a firm passionate about health care, we’re deeply committed to the health and wellness of our own team members. We offer comprehensive, affordable insurance plans for our team and their families, and a host of other unique benefits, such as a yearly stipend for wellness-related activities and a paid parental leave program. You can learn more about our benefits offerings here: https://copehealthsolutions.com/careers/why-cope-health-solutions/.

About COPE Health Solutions
COPE Health Solutions is a national tech-enabled services firm powering success for health plans and for providers in risk arrangements. Our comprehensive NCQA certified population health management platform and highly experienced team brings deep expertise, experience, proven tools, and processes to improve financial performance and quality outcomes for all types of payers and providers. CHS de-risks the roadmap to advanced value-based payment and improves quality and financial performance for providers, health plans and self-insured employers. For more information, visit CopeHealthSolutions.com.

To Apply: 

https://copehealthsolutions.com/careers/open-positions/.