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Customer Success Account Manager, Provider

2 months ago

Minneapolis, United States Inovalon Full time

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 Account Manager Role is part of the Customer Experience and Engagement team which is focused on ensuring we are easy to do business with and our solutions provide value to our customers. The Account Manager will be the accountable driver of effective relationships with our 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 is responsible for working with multiple aspects of the account relationship of customers within their designated portfolio. This role will be accountable for the ongoing relationship with their customers through setting a strategy to ensure the customer is getting full value of Inovalon Provider products and has timely and satisfactory resolution to their issues and needs. 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 by ensuring every aspect of the 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 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's Provider 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 and 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: Experience in Customer Service, Sales and/or Account Management (Healthcare related is a plus). Proficiency using Microsoft Office applications (WORD, EXCEL, PowerPoint). Ability to research and get to root cause and 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 organizational skills and 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 an ideal. Experience with Salesforce and Gainsight software is a plus. Education: Bachelor's Degree in Business related area #J-18808-Ljbffr