Director, Customer Success and Technical Solutions

Director, Customer Success and Technical Solutions

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 cases 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