Customer Success Manager

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 team (CSM), the Customer Success Manager will partner with clients to drive adoption and outcomes leading to renewals, expansion and advocacy across an assigned portfolio and all segmentations of the strategic partner business (Wholesale, Aggregator, Hybrid, Payer-non trading partner). This individual will deliver an excellent customer experience by executing and driving the overall growth and retention strategies, revenue pull through and commercialization activities that result in evolving customer interactions and deliverables that meet and exceed customer expectations.

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;

• Execute program to commercialize wholesale partner contract, coordinating activities across Implementation, Enrollment, Marketing, Training, Success, and Sales Engineer teams to align with Partner's go-to-market strategy

• Function as Partner Executive Sponsor, fostering relationships with key partner stakeholders as an extension of the sales process and provide oversight for internal operational teams.

• Serve as trusted advisor, engaging Partner's leadership across Product, Operations, Sales and Marketing to understand and execute go-to-market strategy and help drive resolution of escalations/roadblocks.

• Support marketing and sales activity - coordinate customer demos, educational sessions, campaigns, user conference attendance, planning webinars, build collateral, navigate customer contractual conflicts - to ensure longevity of partnership.

• Successfully identify and drive expansion opportunities with assigned customers across Inovalon’s complete portfolio of products and solutions and lead renewal and growth opportunities with each customer, strong collaboration with sales required;

• Achieve Provider Strategic Partner Gross Revenue retention goals through retaining and renewing customer and their contracts; 

• Achieve Provider Strategic Partner Net Revenue retention growth goals through increased adoption, usage and sales leads and credit mitigation strategies and negotiation. 

• Be accountable for Provider Strategic Partner customer health including customer Net Promoter Scores and Customer Satisfaction metrics. 

• Influence cross-company collaboration on how to deliver greatest value to customers by leading through influence and example, being an agent of change and insisting on high standards.

• Interact with customers to understand their experience, mission critical needs and long-term outlook and write compelling business case justifications and successfully work with Product Management team to bring forward the voice of the customer and business needs for a customer centric roadmap expansion as well as find interim alternative solutions; 

• Monitor usage and trend reporting to identify risks proactively and develop mitigation plans to solve for issues.

• 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;

• Manage discussion with partner where conflicts are identified and/or require negotiating with customer's best interest in mind;

• Partner with customer senior leaders to understand their goals, provide guidance and recommendations to help them achieve desired outcomes;

• Develop and maintain knowledge regarding products, services, capabilities, infrastructure, and operations of Employer and its affiliates, the marketplace, competition, strategic positioning, threats and direction to achieve optimal insight and success with respect to Employer’s (and those of its affiliates) products, services, capabilities, support, functionality requirements, and financial performance; 

• Adhere to all documentation requirements and use of systems to manage to the customer journey lifecycle and execute on administrative duties with a high attention to detail for transparency and proper individual and department KPI/metric management;

• Manage to and execute all customer success department functions specific to the strategic partner book of business.

• 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;

• Critical thinking skills and effective communication and interpersonal skills;

• An elevated 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 elevated 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%.