Manager, Customer Success - Provider

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 Manager, Customer Success will be responsible for ensuring customers achieve their desired outcomes while using Inovalon's products and services. As a member of the Customer Success Management team (CSM), the Manager, Customer Success will partner with Inovalon's premier clients to drive adoption and outcomes leading to renewals, expansion, and advocacy across your assigned portfolio. The Manager, Customer Success will share best practices and mentor Customer Success Manager across the team.

Duties and Responsibilities:

• Manage assigned team of Customer Success Managers to include hiring, training, mentoring, and providing clear career pathways for each member;
• Ensure the team achieves key performance metrics and provide operational oversight of the business to deliver on targets with goals;
• Prioritize investments of resources and efforts with customers;
• Supervise and identify adoption, maturity, and growth trends for the team and customer to advise customer and business strategy;
• Ensure the team conducts periodic customer health-checks and reviews customer health scores with an emphasis on customer success;
• Collaborate with internal and external teams to ensure customer success with specific emphasis on adoption, expansion, and renewals;
• Partner with the sales team to engage in pre-sales activities for high value opportunities;
• 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 Company.

Job Requirements:

• Minimum six (6) years' customer relationship/account management experience, preferably in healthcare industry;
• Minimum two (2) years' leadership experience preferred;
• Ability to communicate with clients effectively regarding all aspects of product, service delivery, and related information;
• Strong track record of identifying customer needs and successfully implementing long-term software solutions;
• Strong track record of defining and executing against key performance indicators;
• Aptitude to understand healthcare industry and IT solutions based on analytics;
• Problem solving skills with 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 in business related field 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 could be up to 25%.

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.

Base Compensation Range

$90,600-$130,000 USD

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