Technical Customer Success Manager

COPE Health Solutions is a national tech-enabled services firm that supports health plans and providers in risk arrangements through population health management technology and expertise. The Technical Customer Success Manager leads technical implementations, data integrations, client training, and platform adoption while advising customers on solutions that improve clinical and financial outcomes. The role also partners with sales, engineering, product, finance, analytics, and clinical teams to support platform growth and value-based care performance.

Responsibilities:

• 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

Requirements:

• 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