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%.