Senior Customer Success Manager
Company: Inovalon, Inc.
Location: Bowie
Posted on: March 17, 2023
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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.
Education:
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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