67 applicants

Company

Original Job Post

Inovalon · 2 days ago

Senior Customer Success Manager

Bowie, MD

Full-time

Onsite

Senior Level

$91K/yr - $125K/yr

8+ years exp

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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;

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.

Qualification

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Customer Relationship ManagementAccount ManagementHealthcare Industry KnowledgeIT SolutionsIssue ResolutionClient Needs AnalysisProblem SolvingCommunicationInterpersonal SkillsAttention to DetailCustomer Service

Required

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

Ability to manage expectations, create high levels of satisfaction, and effectively convey client needs to colleagues and functions throughout the company