Senior Account Manager, Provider 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.

*Although remote candidates will be considered if you live with in 40 miles of one of the offices this role will be "Hybrid" with Tues. and Wed. in office at a min.

Overview: The Senior Account Manager role 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 Account Manager will be the accountable driver of effective relationships with Mid-market customers as the key source of knowledge regarding the industry, the products and business needs of our customers and will serve as a trusted advisor. This role will be accountable for marshaling resources to ensure our customers achieve their business outcomes with Inovalon products and has timely and satisfactory resolution to their issues and product needs. 

Duties and Responsibilities:

• Role requires leadership with customers facing meetings, including setting a strategic agenda, and preparing cross functional teams to deliver exceptional customer experience. Adept at outlining and communicating internally specific action plans designed to drive and mobilize others to a timely resolution on behalf of the customer, including balancing multiple priorities.
• Working with up-market and larger mid-size customers, this role is accountable for utilizing research and basic sales techniques to re-sell current products or providing alternative solutions to ensure customer loyalty and retention in the face of competitive pressures.
• Function as a customer leader in assigned accounts, owing to the successful utilization of account planning with the goal of overall revenue stability and growth were possible. Drives participation in Inovalon sponsored events
• Engage with the customer to understand their business needs and growth potential, build rapport, and use preapproved strategies, negotiate complicated contract elements appropriately to achieve a mutually beneficial solution.
• Grow and retain customers by educating them on the benefits and business value. Take leadership role in customer-facing meetings, as required. Positively leverage Action Plans/Success Plans and get to green mindset.
• Maintain a good understanding of the healthcare revenue cycle and seek an in-depth knowledge of products to support the customer through their lifecycle. Taking initiative and maximizing product education, leadership development and professional development through company resources.
• For various types of assigned Customer accounts, the Senior Account Manager will remove barriers to drive successful implementation and on-boarding including new products, new locations and/ or enhancements. Handle escalated issues from other team members including defusing situations.
• Responsible to utilize and document in Gainsight, ServiceNow, SalesLoft, Salesforce, Power BI to provide internal stakeholders with visibility to performance and demonstrate focus on the high return activities. Report progress as requested, including project status and other metrics related to customer engagement activities.

Job Requirements:

• Minimum two (2) years’ experience in a SaaS healthcare account management environment.
• Business Acumen as measured by completing a bachelor’s degree in business administration, Proficiency using Microsoft Office applications (EXCEL, PowerPoint)
• Achieve HFMA CRCR Revenue Cycle Management Certification within the first 90 days of employment.
• Possess a self-starter attitude with a sense of urgency; influence, drive and mobilize others to a timely resolution, while maintaining a professional, calm, and positive outlook.
• Excellent written, verbal, and interpersonal communication skills and ability to negotiate complex contracts with customers in a courteous and professional manner.
• Substantial organizational skills and attention to details, ability to prioritize, organize and meet multiple deadlines; adaptable and learning mindset required to meet changing business priorities.

Education:

• Bachelor’s degree in business administ