Customer Success Manager - 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 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 c