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Senior Customer Success Manager

Company: Inovalon, Inc.
Location: Bowie
Posted on: March 17, 2023

Job Description:

Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.
Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare's greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.Overview: The Senior Customer Success Manager will be responsible to ensure customers achieve their desired outcomes while using Inovalon's products and services. As a member of the Customer Success Management team (CSM), the Senior Customer Success Manager will partner with clients to drive adoption and outcomes leading to renewals, expansion and advocacy across your assigned portfolio.
Duties and Responsibilities:

Produce and execute a comprehensive strategic account plan, across your customer portfolio, showing current state, target future state with timeline and an underlying plan to drive adoption and outcomes leading to renewals, expansion and advocacy for each customer;

Prepare and conduct regular, recurring meetings, to include quarterly business and executive business reviews, demonstrating an understanding of the customer's goals and effectively communicating the value delivered from Inovalon's products and services;
Conduct quarterly and executive business reviews with influence in securing customer retention and growth opportunities;
Produce and flawlessly execute adoption plans to increase utilization and engagement of Inovalon's products and services;
Anticipate customer needs, proactively identify risks to the customer achieving their stated goals and demonstrate influence in not only driving outcomes, but also working with internal stakeholders to mitigate risks from occurring;
Successfully identify and lead renewal and growth opportunities with each customer;

Build and foster senior-level relationships with the customer's senior leadership, sponsors and decision makers to solidify our partnership and commitment to the customer business;
Partner with customer senior leaders to understand their goals, provide guidance and recommendations to help them achieve desired outcomes;
Successfully identify and drive expansion opportunities with assigned customers across Inovalon's complete portfolio of products and solutions;
Develop and maintain in-depth product knowledge and expertise regarding all Inovalon products, services, and delivery processes, with emphasis on risk adjustment and clinical quality offerings used by Inovalon customers;
Maintain compliance with Inovalon's policies, procedures and mission statement;

Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon's Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and
Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer.

Job Requirements:

Minimum of 8 years of overall experience, 5 years of customer relationship/account management experience, preferably in healthcare industry;

Ability to communicate with clients effectively regarding all aspects of product, service delivery, and related information;
Demonstrated ability of successfully lead customer negotiations to include renewal and expansion opportunities;
Aptitude to understand healthcare industry and IT solutions based on analytics;
Problem solving skills and strong communication and interpersonal skills;
A high level of accuracy and attention to detail is required;

Demonstrated ability to capture, understand, manage, and resolve questions and issues; and
Ability to manage expectations, create high levels of satisfaction, and effectively convey client needs to colleagues and functions throughout the company.


Bachelor's degree or equivalent experience in a related field is required.

Physical Demands and Work Environment:

Sedentary work (i.e. sitting for long periods of time);
Exerting up to 10 pounds of force occasionally and/or negligible amount of force;
Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;

Subject to inside environmental conditions; and
Travel for this position is expected to be less than 25%.
By embracing diversity, equity and inclusion we enhance our work environment and drive business success. Inovalon strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.
Inovalon is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.
The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.

Consistent with our safety protocols, the company will require a vaccination attestation for fully office-based and hybrid (office/remote) positions. Positions designated as fully remote are exempt from the attestation requirement unless and until such time as an in-office presence is required. These requirements are subject to change as legal and business needs dictate.

Keywords: Inovalon, Inc., Bowie , Senior Customer Success Manager, Executive , Bowie, Maryland

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