Provider Customer Success Account Manager

Overview: The Account Manager, part of the Customer Experience and Engagement team, ensures customers recognize the value of our solutions and renew with confidence. As a trusted accountable advisor, the Account Manager builds strong relationships, understands customer needs and industry trends, and drives strategic engagement. Success in this role requires a growth mindset and strong critical thinking skills to proactively identify opportunities, solve complex challenges, and continuously improve customer experience. This role owns customer engagement, ensuring effective issue resolution, product adoption, and long-term satisfaction across their Inovalon revenue cycle management portfolio.

Duties and Responsibilities:
• Accountability for meeting revenue retention targets assigned customers utilizing research and sales techniques to re-sell current products or provide alternative solutions to ensure customer loyalty and retention in the face of competitive pressures.
• Relentless pursuit of excellence ensuring every aspect of customer experience is executed to the fullest.
• Function as a customer leader for key assigned accounts, owning strategic account planning across all products and services with the goal of overall revenue growth, relationship management and a positive customer experience.
• Engage with the customer to understand their business needs and growth potential, build rapport, and negotiate appropriately to achieve a mutually beneficial solution when applicable.
• Consult with customers about new products and benefits and forward upsell and cross-sell sales leads to appropriate sales team.
• Grow and retain customers by educating them on the benefits and value of Inovalon’s products and services utilizing various methods including Sales Strategy demos, Lunch ‘n Learn Webinars, Training webinars and consultative selling skills.
• Maintain a good understanding of the healthcare revenue cycle and seek an in-depth knowledge of Inovalon products to support the customer through their lifecycle.
• Remove barriers to drive successful implementation and on-boarding including new products, new locations and/ or enhancements.
• Identify and mitigate at-risk customer revenue by creating action plans to prevent and minimize cancellations, suspensions and non-renewals.
• Anticipate customer needs and troubleshoot and use cross-functional resources to resolve issues and risks in a timely and comprehensive manner.
• Track, monitor and report progress, status and other metrics related to customer engagement activities.
• Maintain updated Account Plans as required by the business.
• Utilize and document in Sales Force CRM and other sales automation tools to provide internal stakeholders with visibility to performance and ensuring the organization has a focus on the high-return opportunities and activities.
• Taking initiative and maximize product education, leadership development and professional development through company resources.
• 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.
• 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 of 2 years of experience in a customer facing/customer service.
• 1 year of experience in account management and/or healthcare preferred.
• Proficiency in using Microsoft Office applications (WORD, EXCEL, PowerPoint).
• A growth mindset and critical thinking skills.
• Able to research, find root cause; influence, drive and mobilize others to a timely correction/resolution.
• Possess a self-starter attitude with a demonstrated territory management capability.
• Display a sense of urgency, with a proven record of delivering exceptional customer experience while maintaining a professional, calm, positive outlook.
• Excellent written, verbal and interpersonal communication skills and ability to negotiate with customers in a courteous and professional manner.
• Adept at outlining and communicating internally specific action plans designed to drive and mobilize others to a timely resolution on behalf of the customer.
• Substantial attention to details, ability to prioritize, organize and meet multiple deadlines.
• Proven problem-solving skills, including balancing multiple priorities and improving processes.
• Experience in healthcare revenue cycle management (RCM) and/or medical billing is preferred.
• Experience with Salesforce, ServiceNow, & Gainsight software is preferred.

Education:
• Bachelor's Degree (Business Degree Preferred) or equivalent experience.

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.
• Travel for this position will include less than 5% locally usually for training purposes.