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Customer Success Account Manager

2 months ago

Minneapolis, Minnesota, United States Inovalon Full time
About the Role

Inovalon is seeking a highly skilled and experienced Customer Success Account Manager to join our team. As a key member of our Customer Experience and Engagement team, you will be responsible for driving effective relationships with our customers, providing strategic account planning, and ensuring customer satisfaction.

Key Responsibilities
  • Develop and execute strategic account plans to drive revenue growth, relationship management, and customer satisfaction.
  • Engage with customers to understand their business needs, growth potential, and build rapport to achieve mutually beneficial solutions.
  • Consult with customers on new products and benefits, and forward upsell and cross-sell sales leads to the sales team.
  • Maintain a good understanding of the healthcare revenue cycle and Inovalon's Provider products to support customers through their lifecycle.
  • Remove barriers to drive successful implementation and onboarding, 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, troubleshoot, and use cross-functional resources to resolve issues and risks in a timely and comprehensive manner.
  • Track and monitor 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 ensure the organization has a focus on high-return opportunities and activities.
Requirements
  • Experience in Customer Service, Sales, and/or Account Management, preferably in the healthcare industry.
  • Proficiency in Microsoft Office applications (WORD, EXCEL, PowerPoint).
  • Ability to research and get to the 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.