Inovalon

Customer Experience Specialist

Job Locations US-Remote
Requisition ID
2020-10448
Category (Portal Searching)
Client Services

Overview

The Customer Experience Specialist will assist in all areas of the existing function to enhance each stage of the customer journey. This highly visible role requires a professional who will be responsible for driving interactions across all departments of our organization. This position will help drive processes, awareness & engagement in the newly launched help center and community platform, and continually identify areas to evolve. 

Responsibilities

  • Develop, manage and deliver ongoing Customer Experience initiatives in support of Inovalon’s corporate, product and service strategies;
  • Enhance and evolve customer journey design for every phase of the customer lifecycle from evaluate, onboarding, adoption and growth. Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement;
  • Continually review and evolve the collection of processes Inovalon uses to track, oversee and organize every interaction with the customer throughout the lifecycle;
  • Assist with development and organize customer insights based on surveys, support data, customer councils, adoption metrics and win/loss/churn analysis for enterprise wide visibility;
  • Leverage tools that help customer interfacing roles improve their interactions to be differentiated in how we sell, support, and manage customers;
  • Represent and advocate the voice of the customer and energize our organization to support them;
  • Coordinate customer facing roadmaps throughout the organization as part of the CX process;
  • Act as client experience evangelist by meeting with clients and analyze other sources of feedback and data to constantly evolve our existing and new offerings;
  • 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; and
  • Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function.

Job Requirements:

  • Introductory experience in a corporate or high-volume corporate environment(s);
  • Advanced interpersonal skills; preferably with a background of serving and anticipating needs;
  • Willingness to perform with a level of self-direction and independence;
  • Must have the ability to quickly learn new systems, processes and procedures; and
  • Able to adapt to competing time sensitive demands.

Qualifications

Education:

  • High school diploma or equivalent; and
  • Bachelor’s degree is preferred.

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