Client Success Account Executive

1 week ago

Minneapolis, Minnesota, United States Inovalon Full time

Company Overview: Inovalon is a leader in technology and data solutions, dedicated to transforming the healthcare landscape for improved outcomes and economic efficiency. Our commitment to customer success drives our mission to enhance healthcare delivery.

Position Summary: The Customer Success Account Manager is an integral part of the Customer Experience and Engagement team, focused on fostering seamless business interactions and delivering exceptional value through our solutions. This role is pivotal in cultivating strong relationships with clients, serving as the primary source of expertise regarding industry trends, product offerings, and client needs, ultimately acting as a trusted advisor.

Key Responsibilities:

  • Ensure revenue retention targets are met by employing research and sales strategies to reinforce existing products and offer alternative solutions that promote customer loyalty.
  • Strive for excellence in customer experience by meticulously executing all aspects of service delivery.
  • Lead strategic account planning for key clients, aiming for revenue growth and enhanced relationship management.
  • Engage with clients to comprehend their business objectives and growth opportunities, fostering rapport and negotiating beneficial outcomes.
  • Consult with clients on new product offerings and benefits, directing upsell and cross-sell opportunities to the appropriate sales teams.
  • Educate clients on the advantages and value of our products and services through various engagement methods, including webinars and training sessions.
  • Maintain a comprehensive understanding of the healthcare revenue cycle and Inovalon’s Provider products to support clients throughout their journey.
  • Facilitate successful implementation and onboarding processes for new products and enhancements.
  • Identify and address potential revenue risks by developing action plans to mitigate cancellations and non-renewals.
  • Anticipate client needs and resolve issues promptly, utilizing cross-functional resources as necessary.
  • Monitor and report on customer engagement metrics and progress.
  • Keep Account Plans updated in accordance with business requirements.
  • Utilize Salesforce CRM and other sales tools to provide visibility into performance and prioritize high-impact opportunities.
  • Engage in professional development and product education through available company resources.
  • Adhere to Inovalon’s policies and maintain compliance with confidentiality and HIPAA regulations.

Qualifications:

  • Experience in Customer Service, Sales, or Account Management, preferably in the healthcare sector.
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
  • Strong analytical skills with the ability to identify root causes and drive timely resolutions.
  • Self-motivated with proven territory management capabilities.
  • Demonstrated ability to deliver exceptional customer experiences while maintaining professionalism.
  • Excellent communication skills, both written and verbal, with a courteous approach to negotiations.
  • Strong organizational skills with attention to detail and the ability to manage multiple priorities.
  • Proven problem-solving abilities, particularly in process improvement.
  • Experience in healthcare revenue cycle management and familiarity with Salesforce and Gainsight software is advantageous.

Education:

  • Bachelor's Degree in a business-related field.

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