Senior Healthcare Customer Engagement Manager

6 days ago

Tampa, Florida, United States Inovalon Full time
Overview

Inovalon is a pioneer in the healthcare industry, founded in 1998 with a mission to empower transformation through technology and data. Our focus on customer success has led to significant growth, and we're looking for a skilled Account Manager to join our Customer Experience and Engagement team.

Job Description
  • We're seeking an experienced Account Manager to drive effective relationships with customers, providing strategic guidance and support to ensure their success.
  • This role will involve working closely with multiple stakeholders to understand customer needs, identify opportunities for growth, and develop tailored solutions.
  • You'll be responsible for account planning, relationship management, and ensuring a positive customer experience across all products and services.
Responsibilities
  1. Meet revenue retention targets by researching and implementing sales strategies to re-sell current products or provide alternative solutions.
  2. Pursue excellence in every aspect of the customer experience, ensuring timely and satisfactory resolution of issues and needs.
  3. Function as a customer leader for key assigned accounts, owning strategic account planning and driving overall revenue growth, relationship management, and customer satisfaction.
  4. Engage with customers to understand their business needs, build rapport, and negotiate mutually beneficial solutions.
  5. Consult with customers about new products and benefits, identifying upsell and cross-sell opportunities and referring them to the sales team.
  6. Educate customers on the benefits and value of Inovalon's products and services using various methods, including demos, webinars, and consultative selling skills.
  7. Maintain a deep understanding of the healthcare revenue cycle and Inovalon's products to support customers throughout their lifecycle.
  8. Remove barriers to successful implementation and onboarding, including new products, locations, and enhancements.
  9. Identify and mitigate at-risk customer revenue by creating action plans to prevent cancellations, suspensions, and non-renewals.
  10. Anticipate customer needs, troubleshoot issues, and utilize cross-functional resources to resolve problems in a timely and comprehensive manner.
  11. Track and monitor progress, status, and metrics related to customer engagement activities.
  12. Maintain updated account plans as required by the business.
  13. Utilize and document information in Sales Force CRM and other sales automation tools to provide internal stakeholders with visibility into performance and identify high-return opportunities.
  14. Take initiative to maximize product education, leadership development, and professional development through company resources.
  15. Maintain compliance with Inovalon's policies, procedures, and mission statement.
  16. Adhere to confidentiality and HIPAA requirements as outlined in Inovalon's Operating Policies and Procedures.
Requirements
  • Minimum 2 years of experience in a customer-facing or customer service-related role.
  • 1 year of experience in account management and/or healthcare preferred.
  • Proficiency in Microsoft Office applications (WORD, EXCEL, PowerPoint).
  • Ability to research and get to the root cause of issues and influence others to drive timely corrections/resolutions.
  • Demonstrated territory management capability.
  • Sense of urgency with a proven record of delivering exceptional customer experiences while maintaining a professional, calm, and positive outlook.
  • Excellent written, verbal, and interpersonal communication skills.
  • Able to negotiate with customers in a courteous and professional manner.
  • Substantial organizational skills and attention to detail, with the 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 and Gainsight software is preferred.
Education
  • Business-related Bachelor's Degree or equivalent experience.
Physical Demands and Work Environment
  • Sedentary work, involving sitting for long periods.
  • Exerting up to 10 pounds of force occasionally and negligible amounts of force.
  • Frequently or constantly lifting, carrying, pushing, pulling, or moving objects, and repetitive motions.
  • Subject to inside environmental conditions.
  • Travel for this position will include less than 5% locally, usually for training purposes.
Salary and Benefits

The estimated salary range for this position is $59,400 - $61,000 USD per annum. In addition to the base compensation, this position may be eligible for performance-based incentives. We offer a competitive benefits package that includes health insurance, retirement savings, and paid time off. The actual base pay offered may vary depending on multiple factors, including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.

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