The Director, Customer Success and Technical Solutions 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. FLSA Status Exempt Salary Range $172,100 - $218,200 Reports To Vice President, Customer Success and Technical Solutions Direct Reports None Location Los Angeles, or remote with travel Travel Up to 60%, depending on location Work Type Regular Schedule Full Time Key Responsibilities - Support the sales team in preparing and delivering demos, tailoring pitches to showcase platform strengths while demonstrating value through ROI-focused examples - Identify key use case for priority client types that define how our team powered by ARC solves for the use case through workflows, slides, and other content - Support client relationships to ensure adoption, retention, and expansion, including training on platforms and resolving integration challenges. - Lead quarterly client user groups to enhance collaboration between clients to build stronger engagement - 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 and manage strong executive-level relationships with client leadership, serving as a trusted advisor throughout the engagement lifecycle. - Contribute to thought leadership through development of articles, case studies, sales materials, internal curricula, and client-facing content. - Support the professional development and growth of direct reports and team members in line with the values and culture of the organization; serve as a leader/mentor to generate a vision, establish direction, motivate team members, create an atmosphere of trust Qualifications: - Master’s degree in an applicable field preferred (e.g., MBA, MPH, MHA, MPA) - At least 8 years of health care analytics and/or consulting experience of progressively advanced reports, data management and visualization experience. - Knowledge of technology needs for Health plans, MSSP/ACO REACH, CA RKK and delegated IPAs - Proven experience in SaaS platform engineering, development, or technical leadership, 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: To apply for this position or for more information about COPE Health Solutions, visit us at https://copehealthsolutions.com/careers/open-positions/.

• Serve as a technical expert on Wrike’s platform, helping our largest customers understand how product capabilities can solve business challenges and deliver measurable value • Provide advanced product guidance, including workflow configuration, automation, and integrations across platforms • Support customers in adopting Wrike more effectively through training sessions, workshops, and best practice recommendations • Identify workflow gaps and improvement opportunities, then translate them into actionable strategic plans for customers • Partner with customers to ensure they are leveraging Wrike to its fullest potential across teams and use cases • Act as a trusted advisor to key stakeholders, including senior leadership and C-suite executives • Manage complex customer engagements and deliver high-touch technical and strategic support • Collaborate with Account Managers, Solutions Consultants and Customer Success Managers to drive long-term customer outcomes, retention, and growth • Lead customer escalations and help ensure timely, effective issue resolution in partnership with internal teams

• Work with the account manager during the implementation phase for new and existing real estate partners, ensuring seamless onboarding of properties. • Manage multiple simultaneous onboarding projects, maintaining high quality and timely delivery. • Participate in partner onboarding calls to capture requirements and configure property accounts. • Analyze onboarding data to determine optimal configurations and proactively identify blockers. • Configure property settings in internal tools, maintaining accurate data in Salesforce, Airtable, and onboarding systems. • Oversee peer QA processes to validate correct implementations. • Notify relevant stakeholders of any issues or missing data that might delay projects. • Execute regular audits on property inventory, content, and configurations. • Perform updates, activations, and deactivations for listings and floor plans as required. • Manage support queues, including on-call rotations and escalation of complex technical requests. • Ensure data accuracy in marketing feeds and building/unit addresses (ex. Yardi RentCafe, Rent Roll Report) • Manage and process support requests by updating property configurations or changing listing statuses as needed. • Act as a technical product expert and trusted advisor for assigned accounts. • Respond quickly to partner inquiries and technical issues, coordinating resolutions across teams. • Support Sales on-demand by identifying growth opportunities and potential risks. • Proactively monitor account health, leveraging data-driven insights to drive retention and expansion. • Lead or participate in digital engagements (trainings, webinars, targeted campaigns) to educate partners and share best practices. • Maintain regular communication with partners, providing updates and strategic guidance throughout their journey. • Share customer insights and feedback to inform product development and improve internal processes. • Collaborate with cross-functional teams to ensure seamless customer journeys. • Contribute to team knowledge bases, enablement initiatives, and process documentation.

• Serve as a technical expert on Wrike’s platform, helping our largest customers understand how product capabilities can solve business challenges and deliver measurable value • Provide advanced product guidance, including workflow configuration, automation, and integrations across platforms • Support customers in adopting Wrike more effectively through training sessions, workshops, and best practice recommendations • Identify workflow gaps and improvement opportunities, then translate them into actionable strategic plans for customers • Partner with customers to ensure they are leveraging Wrike to its fullest potential across teams and use cases • Act as a trusted advisor to key stakeholders, including senior leadership and C-suite executives • Manage complex customer engagements and deliver high-touch technical and strategic support • Collaborate with Account Managers, Solutions Consultants and Customer Success Managers to drive long-term customer outcomes, retention, and growth • Lead customer escalations and help ensure timely, effective issue resolution in partnership with internal teams