Customer Success Manager - job 1 of 2

Overview:   The 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 Customer Success Manager will partner with clients to drive adoption and outcomes leading to renewals, expansion and advocacy across your assigned portfolio while assisting to ensure the clients are aware of the ROI from their Inovalon Solution(s).

Duties and Responsibilities:

• Flawlessly execute a comprehensive strategic account plan 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 to include cost analysis and business case for pricing, value, and ROI using tools like MS Excel.
• Prepare and lead 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;
• Execute adoption plans to increase utilization and engagement of Inovalon’s products and services;
• Proactively identify risks to the customer achieving their stated goals and demonstrate influence in driving outcomes, both internally and externally;
• Successful manage renewal opportunities with each customer, and identify expansion opportunities;
• Build and foster senior-level relationships with the customer’s leadership and decision makers to solidify our partnership and commitment to the customer business;
• Partner with customer stakeholders to understand their goals, provide guidance and recommendations to help them achieve desired outcomes;
• Successfully identify and drive expansion opportunities in existing customer SOWs and identify adjacent opportunities;
• 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 5 years of overall experience, 3 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 experience of successfully managing customers, 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 leverage MS Office tools (Excel, Word, Teams, etc) at a professional level.
• 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 (in business related area highly preferred) 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 will likely be less than 10%