Senior Manager, Customer Success

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 Senior Manager – Customer Success is part of the Customer Success Organization which is focused on ensuring we are easy to do business with and our solutions provide value to our customers. The Senior Manager – Customer Success is responsible to build, maintain and provide oversight and leadership of a team consisting of customer success and account management professionals and serve as a key business contact responsible for working directly with escalated customers while driving strategy for digital engagement, risk mitigation, revenue growth and meeting department KPI’s.

Duties and Responsibilities:

• Develop and maintain “expert-level” knowledge regarding products, services, capabilities, infrastructure, and operations of Inovalon, the marketplace, competition, strategic positioning, threats, and direction to achieve optimal insight and success with respect to Inovalon Provider’s products, services, capabilities, support, functionality requirements, and financial performance.
• Lead, drive and be responsible for, all planning, implementation, execution, and successful achievement of customer success, renewals, and customer engagement and digital journey to support our growth strategy, to achieve the targets of Net Revenue Retention including:
• Oversee the effective identification, recruitment, and performance review process, employee retention, training, daily coordination, and management of team members to achieve a successful balance of customer growth, customer retention, customer loyalty and associated financial fiduciary responsibility.
• Be accountable for the strategic leadership of assigned customer accounts, customer satisfaction as measured by NPS and the promotion of valued senior level business relationships with customers.
• Cultivate and expand existing internal and external business relationships through frequent communication, including formal and informal meetings and customer visits when necessary.
• Focuses work group on delivering services in a way that enhances profitability. Manages against annual operating plan budget and educates others on the importance of complying with budget req.’s.
• Diagnose and solve complex business problems quickly through critical, strategic thinking, persuasion, and effective written business cases.
• Designing and executing successful digital journey for scalability and driving outcomes for large customer base that aligns to company goals and objectives related to GRR, NRR and NPS.
• Hire, train, coach, counsel, and evaluate performance of direct reports with a focus on building a results-oriented culture and mindset, including conducting timely talks and addressing performance issues proactively.
• Gives clear understandable instructions to others and coaches others in effective communication and listening skills breaking down communication barriers and leveraging bottom line up approach.
• Initiates difficult or uncomfortable communications rather than avoiding them and leveraging radical candor approach.
• Proactively address cross-functional team dynamics with a focus to secure buy in and commitment of others to achieve company goals.
• Holds others accountable for quality and consistency, by reviewing results and taking corrective action when off course.
• Acts as an agent of change and a force multiplier
• Make decisions with speed and sound judgement taking appropriate and timely action to address issues and opportunities; identify risks and mitigation strategies in all areas including employee development and customer loyalty and retention.
• Make and act on effective choices with courage and encourage and empower others to make decisions while considering all possible downstream impacts.
• Set an example of adaptability and coach others in accomplishing goals in changing circumstances, unstructured environments or when objectives are ambiguous.
• Maintain compliance with Inovalon’ s policies, procedures, and mission statement.
• Promote and support Inovalon’s values and compliance and ethics standards, practices, and initiatives, leading by example.
• 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; and
• We reserve the right to change this job description from time to time as business needs dictate and will provide notice of such.
  
  

Job Requirements:

• Minimum of 5 years of proven industry experience managing complex multi-million-dollar accounts, multi-year relationships.
• Minimum of 3 years team management experience.
• Strong business acumen in strategic proposals, negotiations and business to business relationship building and problem-solving skills.
• Excellent people, communication, and presentation skills and adept at working withing matrix structures.
• Project management experience is a plus with excellent attention to detail.
• Proven track record executing change management and harnessing a growth mindset while thriving in a fast-paced agile environment in day-to-day execution of deliverables.
• Experience with Salesforce, ServiceNow, Gainsight or other CRM platforms preferred.
  
  

Education:

• Bachelor's degree in business administration or equivalent.
  
  

Physical Demands and Work Environment:

• Sedentary work (i.e., sitting for long periods of time);
• Subject to inside environmental conditions; and
• Travel for this position will include less than 20%, typically for onsite customer events or training purposes.
  
  

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