Inovalon

Customer Success Manager

Job Locations US-Remote | US-MD-Bowie
Requisition ID
2020-10306
Category (Portal Searching)
Client Services

Overview

Inovalon is a leading technology company that combines advanced cloud-based data analytics and data-driven intervention platforms to achieve meaningful insight and impact in clinical and quality outcomes, utilization, and financial performance across the healthcare landscape. Inovalon's unique achievement of value is delivered through the effective progression of Turning Data into Insight, and Insight into Action. 

Responsibilities

  • 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;
  • Receive and respond to customer requests on a timely basis, serving as the liaison between customers and Inovalon teams to ensure products and services are delivered timely, in compliance with commitments, and in manners that delight customers;
  • Manage execution of customer integration processes in compliance with contract requirements, to ensure efficient and effective project launch while proactively managing customer expectations;
  • Prepare for and conduct regular, recurring (weekly, biweekly, monthly, quarterly, etc.) customer conference calls and meetings to manage expectations and drive completion of delivery activities and effectively resolve issues;
  • Provide information to other Inovalon teams (e.g., the Marketing, Business Development and Product organizations) to build and maintain outstanding customer relationships;
  • Identify, recommend and participate in creating enhanced products, services and delivery processes;
  • Actively participate in deliverable quality review processes to improve processes flows and customer delight with results;
  • Provide team leadership, coaching and development;
  • 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 Company;
  • Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function; and
  • We reserve the right to change this job description from time to time as business needs dictate and will provide notice of such.

Qualifications

  • Bachelor’s degree or equivalent experience in a related field required, Master’s degree preferred;
  • Ability to communicate with clients effectively regarding all aspects of product, service delivery, and related information;
  • Customer relationship/account management experience, preferably in healthcare industry, minimum 4 years;
  • Aptitude to understand healthcare industry and IT solutions based on analytics;
  • Problem solving skills and strong communication and interpersonal skills;
  • Program/project management skills and experience;
  • 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.

 

Inovalon provides equal employment opportunities (EEO) to all employees and applicants for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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