Principal Customer Success Manager - Payer

Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.

Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare’s greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.

Overview:   The Principal Customer Success Manager is responsible for ensuring customers achieve their desired outcomes while using Inovalon’s products and services. This position will partner with clients to drive adoption and outcomes leading to renewals, expansion, and advocacy across an assigned portfolio.

Duties and Responsibilities:

• Produce and execute a comprehensive strategic account plan, across the customer portfolio, showing current state and target future state timeline and an underlying plan to drive adoption and outcomes leading to renewals, expansion, and advocacy for each customer;
• Prepare and conduct regular and recurring meetings, 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 driving outcomes 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 partnership and commitment to the customer’s business;
• Partner with customer senior leaders to understand 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;
• Serve as a mentor to Customer Success Manager peers, providing best practice and coaching to individuals across the Customer Success team;
• 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 ten (10) years’ related experience;
• Minimum eight (8) years’ customer relationship/account management experience, preferably in the 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;
• High 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 high 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%.

Inovalon Offers a Competitive Salary and Benefits Package

In addition to the base compensation, this position may be eligible for performance-based incentives.

The actual base pay offered may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal equity.  At Inovalon, it is not typical for an individual to be hired at or near the top end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.

Inovalon invests in associates to help them stay healthy, save for long-term financial goals, and manage the demands of work and personal commitments. That’s why Inovalon offers a valuable benefits package with a wide range of choices to meet associate needs.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications listed in a job description. If you don’t meet every qualification listed but are excited about our mission and the work described, we encourage you to apply regardless.  Inovalon is most interested in finding the best candidate for the job and you may be just the right person for this or other roles.

By embracing diversity, equity and inclusion we enhance our work environment and drive business success. Inovalon strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.

Inovalon is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.

The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.

To review the legal requirements, including all labor law posters, please visit this link